Customer Support Associate

About Nimbus Data Systems (formerly HiMama) and Our Mission: At Nimbus Data Systems (formerly HiMama), we are a mission driven business with the goal of empowering early childhood educators through innovative, affordable tools that enable them to improve child outcomes, engage family members, and support continued professional growth for their staff. We are committed to serving the field as an authentic voice of the early childhood education (ECE) workforce, providing programs with all of the building blocks for high-quality early care and education and helping early educators focus on what matters most for children’s successful development and learning: relationships, play, creativity, and loving, nurturing caregiving. If you are excited about being part of an impact-driven business, focused on making a difference in the early childhood education industry, Nimbus Data Systems is the place for you. Nimbus Data Systems is a Series B, private-equity backed company and we're proud to be part of the Bain Double Impact portfolio. Nimbus Data Systems is recognized as an industry leader, most recently selected in 2025 by Time Magazine as one of the world's top EdTech companies. We’re looking for… Enthusiastic individuals with can-do attitudes who want to be a part of a fast-paced, work-hard, start-up environment. At Nimbus Data Systems we celebrate wins, make positive change in the world, and have fun while doing it. You should enjoy interacting with customers over the phone and helping people solve technical problems and resolve issues should be a passion. The Customer Support Associate role will focus on providing support to our customers via email, phone and chat. They will be responsible for exemplifying amazing customer service. Given the nature of our fast-paced environment, you will also be helping out in other aspects of the CS team. You should be excited by a busy schedule and the ability to problem solve. The Customer Success (CS) Team CS at Nimbus Data Systems is a close-knit team of busy bodies who are driven to find a way to make every customer successful, so help us! This includes influencing product and marketing decisions, problem-solving, and a whole lot of persuasion. Every day is a new challenge and every team member has a lot of responsibility, but we work closely together to ensure everyone is executing to their fullest potential in their role. Your CS Leader Nimbus Data Systems ’s Director of Customer Success is a people first leader who believes in unlocking individual's potential to build high performing teams. She is a leader who likes to set the stage with big-picture vision and empower the team to work through the plan of execution. She is KPI driven and has a high attention to detail to better understand team and customer trends, to best position everyone to be successful. She places a high value on curiosity, ownership and having a growth mindset with an intrinsic drive to improve. You will work well with her if you enjoy building, iterating, and are eager to grow! How You’ll Make an Impact: Supporting customers with troubleshooting technical support issues via chat, email and phone Helping identify trends in customer issues and requests, as well as reporting bugs to the Engineering team Working with the Product team to ensure we are making decisions in the best interest of our users Finding ways to improve processes and reduce customer pain points Recommending and implementing improvements to process to improve efficiency and customer outcomes Supporting other Nimbus Data Systems teams in managing customer accounts Ensuring the customer has an amazing Nimbus Data Systems experience! What You Bring to the Table: Post-secondary education (or equivalent work experience) Minimum of 2 years of work experience in a customer-facing role Tech-savvy with the ability to navigate apps and software is a must Exceptional verbal and written communication skills An ability to build relationships and connect with people quickly Compassionate and patient demeanor with confidence and assertion to get things done Active listening and problem-solving skills Not afraid to pick up the phone and speak to people You’re organized and able to manage a large volume of tasks independently An ability to de-escalate and manage difficult situations and conversations An ability to maintain high customer satisfaction through efficient task switching Propensity to always want to learn and improve processes Passionate about a career that is more than a “job” Ambition to work hard in order to make an impact in the world Is This Role Right For You? We want to be upfront about what makes someone thrive in this role — and what might make it a frustrating fit. You'll love it here if… You love the rhythm of a fast, high-volume support cycle. Working through a high number of cases, hitting monthly targets and beating your personal records, and seeing positive responses from customers is deeply satisfying to you. You're a natural investigator. You don't just answer what is asked — you dig deeper, listen carefully to find the root of the problem. You’re o