Customer Support Representative, Newsela
$53.3-61.3k
+ Equity
Online platform for education content
Open for applications
Online platform for education content
201-500 employees
Open for applications
$53.3-61.3k
+ Equity
201-500 employees
Company mission
To provide meaningful classroom learning for every student.
Role
Who you are
- 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)
- KPIs for Success:
- Case Resolution Efficiency
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Case Backlog Management maintained
- Customer Satisfaction and Experience
- Customer Satisfaction Score (CSAT)
- Quality Assurance (QA) Score
- Escalation Rate
- Productivity
What the job involves
- 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
- Support our customers through live chat, email, and occasionally over live video calls
- Resolve complex technical issues, from platform integrations to data syncing challenges, ensuring seamless user experiences as a go-to expert
- Use analytical skills and creative problem-solving to make a real impact on customers' day-to-day workflows
- Actively listen and ask the right questions to clarify issues, pinpoint root causes, and provide effective solutions
- Turn customer frustration into confidence by diagnosing problems and communicating solutions for every "new puzzle" you encounter
- Stay up to date with Newsela and Formative product features, integrations, and platform updates through continuous training and hands-on experience
- Grow your expertise at the forefront of evolving technology, sharing valuable insights with both customers and teammates
- Work cross-functionally with internal teams, contribute to training sessions, and provide insights on technical trends and customer pain points
- Shape better processes and improve the customer journey, making an impact that goes beyond your daily support role
Our take
While textbooks have been standard issue in classrooms for centuries, digital instructional materials are now more prevalent. Newsela offers a learning platform that curates and rewrites news articles, historical speeches, and scientific papers to help accelerate learning.
The platform is available in both English and Spanish and includes quizzes, exercises, and writing prompts to help engage students at any level. Millions of teachers and K-12 students use the platform, which has proved extremely popular so far.
In 2021, the company reached unicorn status. Since then, research has shown that Newsela is 70% more effective at promoting reading skills compared to an average summer reading program. This demonstrates the value it brings to the space, and places it well for continued expansion and innovation.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$100m
SERIES D
Mar 2019
$50m
SERIES C
Total funding: $172.2m
Company benefits
- Healthcare (pets included)
- Continue your learning - on us!
- Discounts and resources to stay healthy
- Commuter savings (trains/bikes)
- Generous time off for your most important job — maternity, paternity, and adoption
- Unlimited time Off
Company HQ
Theater District, New York, NY
Leadership
Dan Cogan-Drew
(Co-Founder & Chief Academic Officer)A qualified teacher with extensive and varied experience. Recent roles include Director of Programs at EDUCATION CONNECTION and Director of Digital Learning at Achievement First Public Charter Schools.
Matthew Gross
(Co-Founder & Director)Former CEO of the company. Co-founded and was CEO at Grouper Education. Was also a Board Member at New Classrooms, Executive Director at Regents Research Fund and VP at PENCIL.
Pep Carrera
(CEO)Board Member at Follett Higher Education. Was CEO at Nearpod, President at ProQuest, and President and COO at VitalSource Technologies.
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