Support Specialist

Droplet provides a suite of document automation tools that helps organizations get the right information to the right people, fast. What started as a web form and approval workflow solution, built for school districts, out of a garage in Provo, Utah, has grown into one of the fastest-growing software companies in the nation! We're a lean team of 30 motivated, hardworking individuals who are passionate about solving hard problems and delivering real value to customers.

Our two flagship products, Droplet Forms and Droplet Sign, are leading the charge in helping organizations move away from paper-based processes and embrace the 21st century. With strong year-over-year revenue growth, great financial stability (we're profitable!), and many more exciting products to come, Droplet is only just getting started!

The Droplet CX team is small and tight-knit. We solve problems for customers and teammates. We take the work seriously without taking ourselves too seriously. The team runs on a single idea: our customers are our top-priority, and we treat them that way.

CX at Droplet covers four teams:
Customer Success, Implementation, Customer Education, and Support. Support is the front door. You are the first person a customer speaks with when something is not working, when they cannot figure out how to accomplish a task, or when they are staring down a broken workflow an hour before the school board meeting starts. How you show up in those moments shapes how thousands of school district employees experience Droplet.

You will own the Tier I support responsibilities. That means reading incoming cases, investigating what is actually happening (not just what the customer reports is happening), and resolving as many cases as you can at your level. When a case is genuinely too technical or requires professional services work, you will advance it to our escalation team. The goal is to resolve cases at your level whenever reasonably possible.

• ~80% support queue. You will work primarily in Salesforce Service Cloud, triaging cases, investigating issues, responding quickly, resolving fully, and keeping the back-and-forth count low. The team fields about 8 to 10 cases per workday. Volume fluctuates with the school year. Summer, early fall, and January are busier as districts prepare for a new school year or roll forms over for the new calendar year.
• ~10% Droplet Community. Our user community, hosted on Circle, is growing quickly, and customers increasingly Ask the Community as an alternative to opening a case. You will be a regular, recognizable presence there.
• ~5% documentation. You will not own the help center. Our Customer Education Manager does that. You will flag gaps, suggest improvements, and contribute to revisions when the need arises.
• ~5% team meetings. One CX business meeting, one show-and-tell (with weekly awards for strong work), and one rotating slot that may be a company all-hands or a Support huddle. About 1.5 hours total.

This is a ground-floor role with real room to grow. If you excel and want to take on more, the role can expand into customer education, customer success, sales enablement, implementation, or engineering responsibilities, shaped around your strengths and interests, with compensation to match.

Our customers are form-builders and submission managers at K-12 school districts. Most are deeply competent at their jobs and variably comfortable with technology. They reach out in moments of need. Sometimes that means frustration, sometimes mild panic, sometimes honest confusion about why a computed field is not computing. Much of the work is mystery-solving. The customer reports the symptom. You identify the actual cause.

Most of our customers come from education, and they value learning and human warmth a bit more than the average duck. Meeting them there, patiently and without jargon, with your own personality coming through, is central to the role.

We are hiring a human for this role rather than relying entirely on AI, because we believe the human touch is a non-negotiable part of an excellent customer experience. That said, AI is advancing quickly, and we want someone who is proactively creative about using it to make tedious work manageable and to surface deeper trends and better solutions.

Use AI to augment your work, not replace it. Use it to refine a technical how-to so it meets a non-technical customer where they are. Use it to check your tone. Use it to surface patterns across cases you would not catch by eye. Keep your own voice in every response. AI should sharpen what you write, not flatten it. Stay curious about new tools, and share what you learn with the team.

Salesforce, Slack, Droplet (of course), Google Workspace, Circle, Gong, Mailgun, Doc Spring, our internal CX metrics tools, and the power of friendship.

We are describing our ideal candidate. If you are missing some of these…