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The Team
Is FamilyID the place for you?

We’re a young, growing company that delivers easy online registration for parents, and robust, flexible registration management for schools, camps, sports, activities, and classes.

Consider joining our team!

  • A ground-floor opportunity in a growing company with a proven solution, happy customers and enormous potential.
  • Fun, hard-working environment where every contribution counts.
  • Opportunity to help accelerate our growth in a creative and customer-focused atmosphere.
  • The chance to play a significant role in building something innovative and worthwhile.

Please send your resume to careers@familyid.com and include a note let us know why you’re a great fit for our growing team!


Now Hiring

Product Support Specialist

Full-time position based in our Lexington, MA office. This is not a remote position. You must indicate your availability to work in our Lexington, Massachusetts office when applying.

As Product Support Specialist, you are the gateway and front line concierge to the FamilyID customers. This role is critical to our mission to deliver timely and compassionate support AND a superior technical product experience to our customers.  

This job requires an action-oriented, flexible problem-solver who will delight in resolving customer support issues. You will utilize a variety of software tools to navigate member accounts, research support requests, document technical issues, test new features and communicate effective solutions in a fun and fast-paced environment. 

The ideal candidate is Internet savvy and has technical aptitude when it comes to online tools and research. Our customers contact us primarily by phone and email and we need someone who delights in resolving issues with good-humor, patience and empathy. 

The FamilyID Support Desk operates Mon–Fri 8am-9pm, Sat 10am-6pm and Sun Noon–8pm EST. Being able to work an assigned schedule that falls within operating hours is expected. Shifts may include days, afternoons, evenings and one or two weekend days a month.  


What you'll do each day:

  • Provide technical support to FamilyID members via phone calls and emails
  • Independently resolve technical support issues and escalate cases when appropriate
  • Provide online demonstrations and educate customers on product features as well as online help resources
  • Document customer support contact information, technical issues and requests
  • Participate in special product development projects as required
  • Test & evaluate new product features prior to release, including documenting test conditions and expected results
  • Interface with other departments to coordinate application testing and changes
  • Create and update internal and external system and procedural documentation 

What's required:

  • Exceptional Communication – Active listening and clear communication is important to you. You can resolve conflicts and set appropriate expectations with customers. You can succinctly communicate technical information to a non-technical audience.
  • Emotional Intelligence – You're highly aware of your own and other people's emotions. You recognize and regulate your behavior and manage your emotions to adapt to different customer support situations. You go out of your way to be helpful and compassionate.
  • Critical Thinking/Problem Solving – You make appropriate decisions on behalf of the customer quickly and effectively. You are resourceful and think fast while on a call with a customer; balancing the immediate need with the big/ longer term picture.
  • Initiative/Accountability – You take ownership of your work, do what is needed without being asked and always follow through.
  • Coachability – You have a desire to continually learn. You're receptive to feedback and continuous improvement.
  • Efficiency – You can document customer account activities thoroughly and concisely. You're hardwired to plan ahead, manage time well, and think of better ways to do things. You effectively prioritize you work time to ensure efficiency.
  • Tech Savvy – You have a love of technology. You can easily navigate the Internet, email, and Instant Messenger tools. 


Qualifications

  • Associate/Bachelor degree required
  • 1-2 years proven customer service experience (ideally in the tech industry)
 Benefits

FamilyID offers medical, dental and vision coverage. Full-time employees are eligible to receive six (6) paid company holidays, six (6) personal days and 10 days of Paid Time Off (PTO) annually, which is accrued on a weekly basis. In order to support our customers, vacation requests are not granted during peak seasons (August, November, February) unless special permission is granted. 

Please note: this is NOT a remote position. However, in order to cover weekend "on-call" shifts, you must have the ability to work from home, including a reliable Internet connection and work environment free of distractions or noise that would affect the customer experience. Please note: this is NOT a remote position; work from home is generally only during evening and weekend shifts. 

Please send your resume to careers@familyid.com. Include a note and let us know why you’re a great fit for our growing team!


Link: Product Support Specialist

Account Development Specialist

Full-time, Lexington, Massachusetts-based position

We are searching for a highly motivated sales development professional to help expand our base of happy customers.

This is a base + commission structure = OTE of $50,000

Is this the type of position that motivates you?

  • Ground-floor opportunity in a company with a proven solution
  • Training ground/Stepping stone toward Account Executive position
  • Happy customers and great potential
  • A fun, hard-working environment where every contribution counts
  • The chance to use your skills and drive to build something worthwhile

If you relish the opportunity to be an integral part of an early-stage company, love to work with people, and embrace the challenge of helping to grow something great – we want to hear from you!

Job Description

  • Full-time sales position for a self-driven professional with a positive attitude, excellent phone manner, good computer skills and ability to work independently
  • Minimum of 1-3 years experience in software (or similar) phone sales
  • Make a high volume of outbound sales calls daily to a variety of program providers (school athletic departments, camps, sports teams, etc.)
  • Educate program providers on the value of online registration through FamilyID
  • Work closely with our small team to innovate, improve and grow
Required education:  Bachelor's (preferred)


Are you the right new addition to our team? Please send your resume and cover letter describing why you'd be a great fit to careers@familyid.com.


Link: Account Development Specialist

Account Executive

Full-time, Lexington, Massachusetts-based position

The Account Executive must be a self-driven professional with a positive can-do attitude, excellent phone manner, sharp computer skills and the ability to develop a brand new territory. Educate program providers on the value of online registration through FamilyID by managing your own leads and driving the full sales cycle from prospecting, cold-call to close.

This is a no-cap salary + commission structure – our success is your success!


What you'll do every day:

  • Follow up on warm leads and also make cold calls daily to Athletic Directors, IT Managers and Principals/School Administrators to introduce and sell FamilyID
  • Manage a pipeline of leads generated by your prospecting efforts and inbound leads
  • Provide online demos via screen sharing
  • Write impactful emails and share content valuable to your prospects and customers
  • Become an expert on regulations, registration process and influencers in your territory
  • Employ your resourcefulness and consultative approach to build a thriving territory


What you need to have:

  • 2-3 years’ experience with inside sales
  • Proven knowledge of sales cycle and ability to close
  • Self-directed, self-reliant and highly motivated
  • Excellent organizational and communication skills
  • Strong work ethic
  • Great attitude and sense of humor!


Required education:

  • Bachelor's


Please send your resume to careers@familyid.com. Include a note and let us know why you’re a great fit for our growing team!


Link: Account Executive

Account Manager

Full-time, Lexington, Massachusetts-based position


The Account Manager's primary responsibility will be to communicate with new and existing clients to teach and encourage product use, promote new features and help our customers successfully utilize our software. Additional responsibilities include providing customer support by handling inbound customer calls and outbound new customer on-boarding, and to assist Account Executives with renewals, upgrades and referral generation. The person in this role will act as a customer liaison and not simply as a technical support specialist. This position will create and support ongoing customer “life-cycle“ programs.


What you'll do every day:

  • Act as a customer liaison with new and existing clients to encourage product use
  • Promote new features, and help our customers successfully utilize our software
  • Provide customer support via inbound customer calls and outbound new customer on-boardings
  • Assist Sales Representatives with renewals, upgrades and referral generation
  • Develop and maintain customer rapport and strong long-lasting relationships
  • Collaborate with Sales Executives to ensure clients are successful and happy


What you need to have:

  • 1-2 years of experience in customer service/sales or similar role
  • Experience with effectively communicating technical information to a non-technical audience
  • Experience with one or more CRM systems
  • Excellent verbal and written communication skills – ability to make a genuine connection with stake-holders (elementary and secondary education decision-makers)
  • Self-directed, self-reliant and highly motivated
  • Strong work ethic and desire to thrive in a rapidly evolving start-up environment
  • Team player and a willingness to get things done and go above and beyond
  • Great attitude and sense of humor!


Required education:

  • Bachelor's



Please send your resume to careers@familyid.com. Include a note and let us know why you’re a great fit for our growing team!


Link: Account Manager