Department: Customer Success
Reports to: Director of Customer Support
Location: Fully remote
Status: Part-Time, Contract to Hire
Compensation: $30/hour; flexible hours
Job Summary
The Authentication & Onboarding (A/O) Specialist combines technical expertise with exceptional people skills to deliver a seamless onboarding experience for new customers. This role focuses on guiding customers through authentication setup, resolving issues, and ensuring long-term success with our product. You’ll collaborate with internal teams to address challenges, improve processes, and contribute to customer satisfaction and product adoption. We are looking for someone with a school/library IT background who enjoys both diving into technical troubleshooting and building meaningful customer relationships.
The (A/O) Specialist will work approximately 20 hours per week with the possibility of transitioning to full-time based on business needs. Work hours must fall between 8:00 AM and 5:00 PM ET, but we’re flexible on the exact schedule to accommodate your needs.
Application Instructions
Submit your resume and cover letter for consideration via email (hr@librarypass.com). All applications will be reviewed and responded to by actual humans as quickly as possible.
NOTE: All job candidates must be legally authorized to work in the United States.
Key Responsibilities
- Customer Onboarding: Guide customers through the onboarding process, identifying optimal setup and authentication options to meet their needs. This includes owning the authentication set up process, with an emphasis on advanced authentication methods.
- Issue Resolution: Troubleshoot and resolve authentication and setup issues, providing clear communication and setting realistic timelines for resolution. Work collaboratively with the support and development teams to address complex technical issues.
- Process Improvement: Proactively recommend process improvements that reduce escalation rates and improve the customer onboarding experience.
- Bug and New Feature Reporting: Identify and report recurring issues and feature requests, contributing valuable customer insights to product development discussions.
- Commitment to our Core Values: Uphold and embody our core values of Integrity & Service, Humility & Humor, Persistence & Innovation, Ownership & Accountability, and Results-Oriented Teamwork in all interactions, decisions, and sales efforts to foster a positive and high-performing work environment.
Key Qualifications
- Experience: 1-2+ years in customer support in a SaaS or digital content environment, or direct experience working with schools and/or libraries.
- Authentication Methods: You have the ability to understand and work with authentication methods (Ex: SAML, SIP2), technical systems, and structures; prior experience with authentication methods is strongly preferred.
- Communication: You have excellent written and verbal communication skills to guide customers through potentially complex setup processes and collaborate effectively with cross-functional teams.
- Problem solving: You enjoy identifying issues and finding solutions quickly and efficiently.
- Organization: You are highly organized with the ability to manage multiple tickets and tasks simultaneously.
- Collaboration: You are a strong collaborator, establishing rapport with internal and external partners.
- Empathy: You understand the customer’s needs and challenges and can align solutions to address them effectively.
- Humble: You are willing to learn, take feedback constructively, and continuously improve your skills. You understand that success is a team effort.
- Adaptable: You thrive in a fast-paced startup environment and are comfortable with change.
What We Have to Offer
- Fully remote work environment
- Flexible schedule
- Potential for this role to become full-time
- Colleagues who are fun, hard-working, and passionate about comics, libraries, and reading
Our Core Values
- Integrity & Service: We have an attitude of service to each other, all stakeholders, and to the society we live in.
- Humility & Humor: We take our work seriously but not ourselves.
- Persistence & Innovation: We are always exploring all that is possible with a goal to improve ourselves—individually and collectively.
- Ownership & Accountability: We own our work, both individually and collectively.
- Results-Oriented & Teamwork: We need each other to succeed and inspire each other to bring our best selves to work.
LibraryPass is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate in hiring, performance evaluations, promotions, or any other aspect of employment on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We curate high-interest, immersive digital content that helps schools and libraries expand and diversify their collections—without breaking their materials budgets.
