As a Customer Support Representative, you will handle escalated and complex customer issues that require in-depth troubleshooting and cross-team collaboration. By working closely with internal teams like Tier 3 and Product to resolve high-level challenges, you will develop a deep mastery of the Newsela and Formative products and integrations. This is an opportunity to be at the center of technical problem-solving while supporting our fantastic customers.
Requirements
- 2–3 years of experience in customer support, technical support, or a related role.
- Experience in EdTech (Education Technology), SaaS, or technical support environments preferred.
- Strong technical troubleshooting and problem-solving skills, specifically with experience in API-based integrations, SSO, and data syncing issues.
- Advanced verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
- Comfortable meeting with customers over live video calls to troubleshoot in real-time as needed, in addition to live chat and email.
- Ability to analyze trends in customer issues and escalate them timely and appropriately.
- Experience collaborating cross-functionally with teams such as Product, Engineering, Quality, etc.
- Familiarity with LMS platforms like Google Classroom, Clever, Schoology, and Canvas.
- Understanding of K-12 education technology and classroom workflows is a plus.
- Experience or familiarity with data analysis and basic scripting for troubleshooting purposes is preferred, but not required.
- Experience working in systems such as Salesforce OneCRM, Slack, Google Workspace, Jira, and Confluence.
- Experience with SSO and Identify Management Tools (Clever LMS, Google Workspace/SSO, Classlink LMS), and rostering and identity providers (for example, API & Data Integration platforms or OneRoster and SFTPs).
Benefits
- Comprehensive medical benefits with employer contribution to premiums and to HSA accounts
- Gym reimbursement
- Pet insurance
- Free access to the Calm app, Rocket Lawyer and more
- Flexible PTO
- Paid sick time off
- Company holidays plus winter break (Dec 24th - Jan 1st)
- 401(k) plan with employer match
- Annual learning and development allowance
