School Support Specialist

Hazel Health & Little Otter have joined forces to deliver comprehensive services to the children and families we serve, learn more here.

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

We are seeking School Support Specialists who will play a critical role in supporting this mission by serving as a dedicated point of contact for school staff. This role blends technical troubleshooting, platform support, and partner engagement to ensure that school-based staff are empowered to confidently initiate and deliver Hazel services to students. Whether resolving access issues, guiding someone through readiness training, or responding to time-sensitive questions during a physical or mental health visit, this role plays a crucial role to ensure school teams feel confident, heard, and supported, so they can connect students with the healthcare they need.

Location: Remote

What You’ll Do:

Technical & Platform Support

• Serve as the first line of support for school staff by reaching out via phone, chat, and email
• Troubleshoot issues related to iPads, Hazel’s app, internet connectivity, secure messages, and Apple IDs
• Walk users through fixes like app updates, password resets, or connecting to district-specific Wi-Fi
• Escalate complex technical issues to Hazel’s Engineering, Product, or IT teams with clear documentation
• Use internal tools such as Zendesk, Gainsight, and our Support Dashboard to track, triage, and follow up on cases

School Staff Engagement

• Build positive rapport with school users by communicating with empathy, clarity, and patience
• Provide walkthroughs of processes like submitting referrals, starting visits, and checking student consent statuses to school staff
• Support initiators and referrers in navigating Hazelversity training and staying compliant with readiness steps
• Reinforce confidence in, and increasing school satisfaction with, Hazel services by ensuring staff have the tools and support needed

Account Setup & Access Management

• Assist in verifying school users and updating their roles, school assignments, or access levels
• Facilitate requests to add new initiators or referrers to the Hazel system
• Monitor changes to school hours, availability, and site readiness tasks to ensure systems reflect accurate configurations
• Partner with School Implementation Managers (SIM) and Customer Success Managers (CSM) during new school launches or onboarding to ensure staff are properly set up with Hazel tools

Operational Readiness & Incident Response

• Monitor school readiness for virtual physical health and virtual mental health visits — including iPad availability, trained users, and inventory needs
• Respond quickly and compassionately to support requests, such as missed visits, consent exceptions, or schedule conflicts
• Coordinate across internal teams to ensure visit disruptions are minimized and actioned quickly
• Log all relevant updates, observations, and support actions in the appropriate systems (e.g., Zendesk)

Collaboration & Continuous Improvement

• • Identify and document recurring support issues and surface them to leadership or Product/Engineering teams
  • Assist in testing process changes or product features that impact school-facing workflows
  • Contribute to the development and upkeep of internal knowledge articles, standard operating procedures, and quick-reference guides
  • Help shape the evolving School Support model through team feedback, quality audits, and idea-sharing

What Excites Us:

• 2-3 years experience in a customer support, school operations, or technical troubleshooting role
• Experience working in education, healthcare, or with K–12 school systems preferred
• Experience working in a helpdesk or multi-channel support environment (Zendesk preferred)
• Familiarity with iPads, iOS tools, and education technology platforms
• Clear, professional communication — especially when explaining technical steps to non-technical users
• A calm, proactive demeanor with a strong sense of ownership and accountability
• Ability to prioritize time-sensitive requests while balancing long-term responsibilities

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base hourly range of $24.00 - $29.00, a 401k match, healthcare coverage, paid time off, stock options, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AL, AZ, AR, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, KY, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, and WI Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.