About McKinney-Vento.org

McKinney-Vento.org (MV Learning, LLC) provides training and software to the people in US school districts responsible for supporting students experiencing homelessness. Under the federal McKinney-Vento Act, every district has a designated liaison for these students, and our platform gives those liaisons the training, tools, and workflows they need to identify students, meet compliance requirements, and get kids the support they are entitled to.

We work with school districts across the country, through direct district partnerships and through state and regional agreements that open our training to every district in the area. We are a small, close-knit team, and the work matters: the faster a district is up and running, the sooner its students get help.

The role

We are hiring a Training Customer Support Specialist to make sure the districts we already work with actually get value from what they have.

Here is the problem you will own. A district signs on, or gains access through a state or regional partnership, and then nothing happens. The liaison is busy, may not realize what they have access to, and often does not respond to email. In our experience, once we reach them by phone, they are glad we called and happy to get started. Your job is to be that call.

You will work from our “at risk” lists: districts that have not yet onboarded, and districts that have onboarded but whose staff are not completing training at the level we would like. You will reach out to them one by one, mostly by phone and also by email and Zoom, walk them step by step through onboarding, answer questions about our products, and help them get their liaisons trained. When something needs fixing or a question is beyond your scope, you coordinate with our Launch team and Account Manager to get it resolved.

This is not a sales role. Every conversation you have is with an existing client. It is about retention, adoption, and making sure the people we serve get what they are already entitled to.

The rhythm of the role follows the school year. Renewals and fiscal-year openings (around July 1) and the start of the school year are busy; other stretches are quieter, and we expect you to use that time with autonomy, improving materials, cleaning up data, and getting ahead on outreach.

What you will do

Outbound outreach to at-risk districts. Work daily through our lists of districts that have not onboarded or are under-using their training, primarily by phone, supported by email and Zoom.
Run onboarding. Schedule and lead onboarding meetings over Zoom, and guide liaisons step by step through registration, account setup, and getting their staff into the training.
Provide training and product support. Answer questions about our products and services, demonstrate features, and help clients get unstuck.
Monitor training success. Pull and send monthly training success reports to the districts we work with, spot districts that are falling behind, and act on red flags early.
Follow up on self-registration. Send reminders and check in with districts that chose to self-register but have not completed the process.
Coordinate internally. Work closely with the Launch team and Account Manager to resolve issues, escalate questions, and keep client records and notes current in our systems.
Improve the process. Keep outreach scripts, email templates, and onboarding guides current, and tell us what is and is not working.
Flex with the seasons. Help where the team needs it most during quieter periods, which may include light outreach support for the account management team.

What we are looking for

Excellent spoken and written English. You will spend most of your day on the phone and in email with US school district staff, and you need to be clear, warm, and professional in both.
Comfortable on the phone. You are happy to pick up the phone and call someone who has not replied to three emails, and you can turn a cold reception into a productive conversation.
Patient, friendly, and persistent. Our clients are busy educators. You can explain the same thing many times without losing your enthusiasm, and you do not give up after one unanswered call.
Organized and self-directed. You can manage a long list of districts, keep accurate notes, follow up on time, and stay productive without someone looking over your shoulder.
Comfortable with software. You can learn a web platform well enough to teach it, and you are at ease with Zoom, email and Google docs.
A problem-solver. When a client hits a wall, you figure out whether you can solve it, and if not, who can, and you follow it through to resolution.
Reliable availability Monday to Friday, 8:00 AM to 5:00 PM US Eastern.
2+ years of experience in customer success, client onboarding, training, support, or a similar client-facing role.

Bonus points

Experience working with US K-12 schools, school districts, or education-sector clients
Experience onboarding or training customers on a SaaS or LMS product
Experience with HubSpot or a similar CRM
Familiarity with the McKinney-Vento Act or student homelessness programs

Why McKinney-Vento.org

Work that matters. Every district you get onboarded means students experiencing homelessness get identified and supported sooner.
A small team where you are seen. You will work directly with the people running the business, and your feedback will shape how we do things.
Training and support. We will train you thoroughly on our products and services, and set monthly goals together as a team.
Fully remote, with a predictable Monday to Friday schedule.
Accrued paid time off and additional paid holidays.

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.

Training Customer Support Specialist