About Droplet Customer Experience (CX)

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.

Here is roughly how the week breaks down:

• ~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.

Who Our Customers Are

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.

AI-Enabled Support

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.

Tech Stack

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

Who Thrives Here

We are describing our ideal candidate. If you are missing some of these qualifications but remain interested, please reach out.

• You have excellent written communication. You are warm, clear, and concise, often in the same sentence. You do not reach for jargon. You do not hide behind corporate stiffness. Your personality shows up in your writing.
• You have high emotional intelligence, patience, and professionalism. You can de-escalate a stressed customer and make them feel heard without losing the thread of the actual problem.
• You have an analytical, mystery-solving mind. You do not stop at the symptom. You dig until you understand the real cause, and you document your steps along the way.
• You are fast and thorough. First-response time and resolution time both matter. So does getting it right the first time, so customers are not stuck in a six-message back-and-forth.
• You are technically curious. Our forms run on React and JavaScript, and our datasets involve JSON. Experience with any of that is a meaningful advantage, particularly for troubleshooting computed fields or dataset formatting, but it can all be taught if the rest of the fit is right.
• You are proactive and creative with AI. You experiment, you iterate, and you help the team get better at using AI well.
• You are a genuinely strong teammate. The CX team is tight. A successful specialist is durable, committed, good-humored, and quick to help.
• You go the extra mile. The best Support Specialists we have had are the ones whose customers know their name and send thank-you notes. That is the bar.

The Details

• Location: Hybrid in the Draper, UT area.
• Schedule: Monday through Friday, 9am to 5pm MT. Hourly position with clock-in/clock-out.

The Interview Process

The process is straightforward. This is one of the earliest-career roles at Droplet, and an extended gauntlet would not fit the role. Here is how it will go:

1. Resume review. If your background aligns, we move forward.
2. 15-minute phone screen.
3. Interview with Nick Duell, Head of Customer Experience (hiring manager).
4. Interview with one of our co-founders.
5. Reference checks, to confirm you are not three toddlers stacked on top of each other in a trench coat.
6. Offer letter.