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The Team
Careers
Is FamilyID the place for you?

FamilyID is the leader in secure online registration for programs and activities, used by nearly one million families. We are dedicated to connecting people with programs and activities through a centralized online marketplace. We believe that finding, sharing, and signing up for programs should be convenient, secure and easy for both program providers and their customers. We created FamilyID with program providers in mind and families at heart.


Consider joining our team!

At FamilyID, we believe exceptional employees are not only the key to our success, but also to our customers success. Our teams are small, diverse, nimble and highly empowered to drive excellence. Each team owns its own commitments and outcomes. Our employees enjoy interesting challenges, learn fast, and strive to do the best work of their life.


We want to meet you.

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

Now Hiring

Technical Product Lead

FamilyID is seeking bright, articulate, detail-oriented applicants with a desire to join a world-class Product Team in our Lexington, MA office. Send cover letter with salary requirements and resume to careers@familyid.com.


JOB DESCRIPTION

As Technical Product Lead, you are the gateway to our customer’s experience using the FamilyID online platform. This role is critical to our mission to deliver a superior product to our customers.

The Technical Product Lead is responsible for the prioritization, communication and execution of FamilyID's product roadmap. This full-time position reports to the Vice President of Marketing. This job requires an action-oriented, flexible problem-solver who delights in delivering a superior product experience.

As Technical Product Lead you will own the release schedule of our technology platform, build airtight project plans, drive daily activities forward and actively keep stakeholders informed along the way. In addition, as a vital member of the product team, you will assist with inbound customer issues and contribute to the team as required.

You embrace the responsibility of being a lightning rod for feedback, listening to teams and prioritizing requests to maintain the right tempo of delivering features and functionality that deliver on the product vision to achieve larger objectives.

You understand the importance of seeing beyond the delivery of individual features on the platform, always ensuring the larger vision is realized and in line with market and business requirements.

In this role, you are an active listener and master storyteller, fluent in conveying technical concepts to non-technical constituents and acting as a translator so that different parts of the business can relate and understand the “what”, “why”, “when” and “how” behind the product vision.

The ideal candidate feels a deep sense of responsibility for delivering excellence and can work in harmony as the primary point of contact with the development team to execute on the product roadmap.

DAILY RESPONSIBILITIES

  • Work closely with CEO, marketing, sales and customer support to prioritize the implementation of new features and functionality.
  • Work with internal teams (marketing, support, sales) gather product requirements, identify customer needs and market gaps.
  • Suggest product enhancements to improve user experience and reduce user friction.
  • Liaise with the internal teams to ensure proper timing, communication and positioning of new features.
  • Manage the release schedule for all deployments.
  • Coordinate with software developers to deliver new functionality and improve user experience.
  • Compile release notes and document product features and bug fixes.
  • Create support and training documents for internal and external users.
  • Create test plans and test cases, and coordinate testing activities with internal resources.
  • Identify, record, document and track bugs and feature requests.
  • Accelerate emergency issues with developers and help with customer response.
  • Provide back-up help-desk/customer support and act as resource for escalated client issues as required.
  • Maintain internal user system access and track employee use of company equipment.
  • Train product team on new functionality and help develop internal/external documentation of new features/processes as it relates to software enhancements and changes.
  • Lead resource for rest of the organization when deep product expertise is required.

REQUIRED SKILLS

  • Excellence in execution – exceptional organizational skills, manages project budgets, schedules and timelines.
  • Swift decision making – makes timely decisions based on facts, circumstances and needs, conducts scenario analysis when needed.
  • Clear and Concise Communication – conveys information to all key stakeholders in both written and verbal formats, employs active listening.
  • Technical competency – understands and integrates appropriate project management tools and processes and applies/obtains the necessary requisite subject matter expertise.
  • Critical thinking – determines the validity of the project process, maintains project objectivity, applies ongoing analysis to projects.

BENEFITS OVERVIEW

FamilyID offers medical, dental and vision coverage. Full-time employees are eligible to receive six (6) paid company holidays, six (6) personal days and ten (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/March) unless special permission is granted.

Required education:

  • Bachelor's

Required experience:

  • technical project management, QA and/or product: 2 years


Product Support Specialist

FamilyID is seeking bright, articulate, detail-oriented applicants with a desire to join a world-class Product Support Team in our Lexington, MA office.

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 to 9pm & Sat–Sun 9 am – 8 pm EST. Team members are expected to work 40 hours per week. Being able to work an assigned schedule that falls within operating hours is expected. Available shifts may include days, afternoons and evenings. Typically, they include one or two weekend days per month and schedules may change throughout the duration of your employment.


DAILY RESPONSIBILITIES
  • 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

REQUIRED SKILLS
  • Exceptional Communication – You are an active listener and clarity in communication is important to you. You can resolve conflicts and set appropriate expectations with customers. You can consistently compose a grammatically correct, concise and accurate written response to customer issues, and 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 can recognize and regulate your behavior and manage your emotions to adapt to different customer support situations. You strive for high customer satisfaction and go out of your way to be helpful and compassionate.
  • Judgement/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, doing what is needed without being asked, and you 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. In fact, your family may look to you as their own personal "IT" guru.

QUALIFICATIONS
  • Associate/Bachelor degree required
  • 1-2 years proven customer service experience (ideally in the tech industry)
  • Basic typing, phone, and computer navigation skills
  • Fluent in Spanish ideal, but not required

COMPENSATION & 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/March) unless special permission is granted.

In order to cover night and 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.

Part-time positions are available. We would like to hear from you if you are seeking ongoing, regular evening/ weekends and/or night work.

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. This is a no-cap salary + commission structure – our success is your success! Manage your own leads and drive the full sales cycle from prospecting, cold-call to close, educate program providers on the value of online registration through FamilyID.


What you'll do every day:

  • Call Athletic Directors, IT Administrators, and Principals 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
  • Manage existing relationships drive positive customer experience and new business
  • 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 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

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!

Account Manager

Full-time, Lexington, Massachusetts-based position


The Account Manager's primary responsibility will be to seek out new customer prospects by calling, qualifying and setting up web demonstrations of FamilyID’s online registration platform. You will work closely with one or more Account Executive in support of our full sales lifecycle.


What you'll do every day:


  • Make approximately 75 sales calls per day
  • Develop customer relationships through telemarketing calls and email
  • Contact and qualify potential customers to schedule demos for Inside Sales
  • Be prepared to perform web demonstrations of FamilyID to potential customers
  • Collaborate closely with Inside Sales Reps and Product Marketing teams

What you need to have:

  • Expert ability to get things done and go beyond
  • Fearless ability to dive deeper, solve important problems and exceed targets
  • Team-player mentality
  • Ability to create a large sales pipeline
  • Ability to work to tight deadlines and under pressure
  • Excellent sales acumen with high energy and drive
  • Experience with one or more CRM systems
  • Ability to quickly build rapport with prospects and internal stakeholders
  • Ability to effectively communicate technical ideas to a non-technical audience
  • Ability to take and implement constructive sales training direction
  • Excellent written and verbal communication skills
  • Experience in customer-facing Sales “Hunter” role (phone and email)
  • Strong desire to work and thrive in a rapidly evolving start-up environment
  • Minimum 1-year experience selling B2B services over the phone
  • BA or BS degree (preferred)

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!