Are you passionate about the power of Artificial Intelligence and the impact that empathetic AI bots can have on someone’s life?  Are you seeking a growth opportunity in a dynamic tech start-up? Then we have a role for you!

Who We Are

At Mainstay, we believe one conversation can spark a brighter future. Our Engagement Platform makes it easy for colleges and businesses to start and measure conversations that drive action at scale. From our rigorous research methods to our Behavioral Intelligence framework — everything we do is designed to help people take the next step toward achieving their goals.

Our Partner Support Associates play a crucial role in supporting both our institutional partners and the students they serve. Not only is the team responsible for answering incoming partner inquiries on a timely basis, but they also train our partners’ AI chatbots to get smarter in order to provide accurate and timely guidance to students as they navigate their way to and through college.

At the core, we value problem-solving, effective communication, and patience when delivering a world-class experience to our partners, and in turn, help them do the same with their students. 

What You’ll Do

Partner Support

• Develop deep knowledge of Mainstay software platform
• Collaborate with our partners to effectively resolve issues via tickets and calls (when necessary) in a timely manner
• Answer a range of inquires from how-to questions to troubleshooting technical concerns
• Diagnose software and data issues and liaise with our Product and Engineering teams to resolve them 
• Author, organize, and continually update necessary articles for our Help Center  
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Bot Training

• Strengthen our knowledge base understandings through direct chatbot education on topics such as: admissions, financial aid, student services, housing, and more
• Correct our chatbots’ responses when they misunderstand student requests and ensure students are connected with appropriate university-approved resources
• Triage and escalate any sensitive or urgent messages to the university staff
• Work with internal teams and partners to optimize chatbot performance and provide feedback on campaign effectiveness

What You’ll Have

• Strong written and verbal communication skills
• Analytical and creative approach to problem-solving
• Strong attention to detail
• Self-starter mindset and flexibility in a fast-paced environment
• Autonomy with a team player mentality
• 1+ years of experience in a customer-facing role is a plus
• A passion for increasing education access for all learners is a plus
• Experience working at an admissions or financial aid office, as a tour guide, or in other university-related offices is a plus 

Mainstay is committed to creating a company where all employees regardless of background can show up and feel they belong. This is an ongoing journey, and we welcome questions one here we’re at during your interview process. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.

The minimum pay for this role is $52,000. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to demonstrated skill set, years & depth of experience, and some role dependent factors that can include certifications and software expertise. We welcome direct conversations with each candidate about compensation in all our initial calls.