Customer Service Specialist

Blueprint Test Prep is seeking a Customer Service Specialist to enhance the experience for institutional partners, faculty, and students. The role involves onboarding, customer support, and collaboration with internal teams to ensure a seamless experience with their B2B SaaS solutions.

Responsibilities:

• Partner with the Director of Customer Success and Account Managers to assist in the setup, onboarding, and ongoing support of institutional and group accounts across medical schools, residency programs, nursing, PA, pre-med, and pre-law programs
• Set up and manage student purchase links for group programs, ensuring timely delivery and access
• Serve as the first point of contact for faculty, administrators, and students, addressing inquiries, resolving issues, and escalating as needed
• Work with internal cross-functional teams, including Engineering and Technology, to identify and resolve customer issues
• Deliver a smooth onboarding experience by guiding faculty and administrators through the setup and usage of our educational platforms
• Maintain accurate records in Salesforce and other internal systems, and communicate updates across internal teams
• Gather, organize, and share customer feedback with internal stakeholders to inform improvements in our products and services
• Create and maintain support materials, including written guides, videos, and FAQs, to enhance the user experience
• Provide monthly reporting on group link usage and protected group sales data to internal teams
• Occasional availability needed during high-volume periods including some weekends

Requirements:

• 1–2 years of experience in customer service, customer success, or support—ideally in a SaaS or edtech environment
• Strong communication skills with the ability to explain technical concepts clearly and empathetically
• Highly organized, with the ability to manage multiple tasks and priorities independently
• Strong sense of urgency and follow-up in resolving customer issues
• Familiar with Salesforce or other CRM systems; comfortable learning and navigating internal technology platforms
• Collaborative, team-oriented mindset with a passion for helping others
• Bachelor's degree preferred
• Interest or experience in medical, nursing, or higher education programs is a plus