Customer Solutions Specialist

About Us

At McKinney-Vento.org, we are dedicated to empowering school districts and their liaisons with the tools and resources they need to support students experiencing homelessness. We’re looking for a detail-oriented and proactive Customer Support Specialist to join our team and ensure seamless client experiences.

About the Role

We're looking for a Customer Solutions Specialist to join our support team and help our clients get the most out of our McKinney-Vento data tracking tool. This is primarily a support role focused on answering client questions, performing configurations and data imports within our tool, and training both clients and internal staff on how to use our products.

You don't need to be technical in a developer sense, but you do need to be comfortable learning software and working through multi-step processes within it. Most of the work happens inside our tool itself. We'll train you on everything you need to know. What we can't train is the underlying comfort with technology, the patience for detail, and the ability to communicate clearly with users who may be less tech-savvy than you are.

What You'll Do

Client Support & Configuration

• Answer support tickets and respond to client questions about the data tool

• Perform customizations and configuration changes within the tool at client's request

• Handle data imports and migrations (primarily working with XLS/CSV files)

• Help clients connect their Student Information System (SIS) to our tool — this mostly involves guiding them through requesting a CSV export and mapping fields within our platform

Training

• Train clients on how to use the data tool through live sessions and recorded videos

• Create training content, documentation, and video tutorials

• Train internal staff so the whole team can confidently use and talk about our products

• Answer how-to questions from both clients and coworkers

Product Feedback

• Identify bugs and issues, document them clearly, and pass them along to the technical team

• Share client feedback and feature requests, with a sense of which are most important based on what you're hearing

What We're Looking For

Required

• Comfort learning new software. You can pick up a tool, work through multi-step processes inside it, and figure things out without needing to be walked through every click

• Working knowledge of CSV files and Excel (sorting, filtering, basic formulas, checking for data issues)

• Strong written and verbal communication skills, especially the ability to explain things clearly to non-technical users

• Patience and a genuine willingness to help people who are stuck

• Organized and detail-oriented, you can juggle multiple client requests without losing track

• Reliable and self-managing on day-to-day tasks

Nice to Have

• Familiarity with SFTP or basic file transfer concepts

• Experience creating training videos (Loom, Camtasia, or similar)

• Prior experience in a software support, help desk, or customer service role

• Familiarity with McKinney-Vento programs or the education sector

• Any exposure to Student Information Systems (PowerSchool, Infinite Campus, Skyward, etc.)

• Familiarity and/or comfort working with AI and AI tools. 

Why This Role

You'll be helping schools and agencies use a tool that directly supports some of the most vulnerable students in the country. The work is varied — you'll be doing configurations one hour, answering a support ticket the next, and recording a training video after that — and you'll learn our products inside and out.

McKinney-Vento.org asks respectfully to only apply through the application form and not email/apply to them directly. Recruiters and Agencies please do not contact McKinney-Vento.org directly.