Product Support Associate, CommonLit
$60-70k
More information about location
Literacy eLearning platform
Job no longer available
Literacy eLearning platform
101-200 employees
Job no longer available
$60-70k
More information about location
101-200 employees
Company mission
To close the opportunity gap in literacy instruction and ensure that all students have the reading, writing, communication, and collaboration skills needed to unlock their potential.
Role
Who you are
- The ideal candidate will have demonstrated experience in support work
- We are looking for a candidate with excellent written communication skills, attention to detail, a strong ability to identify and troubleshoot customer roadblocks, and a hunger to learn quickly
- A Bachelor’s degree
- 1+ years of relevant work experience
- Required: Experience working with underserved communities
- Preferred: Evidence of success as a teacher in K-12 education
- Eager to receive ongoing training on CommonLit’s product suite and consistent feedback
- Strong attention to detail
- Strategic self-starter who can self-organize and prioritize time effectively
- Empathetic and friendly with a desire to help teachers
- Positive attitude and willingness to learn and assist with other projects as needed
- Bonus: Experience with edtech programs in a classroom setting, either as a former teacher and/or experience providing exemplary technical customer support
What the job involves
- CommonLit’s User Support team responds to inquiries, questions, and issues from users all over the world via email and live chat
- The User Support team also maintains and improves a collection of FAQs to provide asynchronous support
- CommonLit’s User Support team works closely with the Product, Engineering, and District Success teams to escalate issues and feedback directly from users
- The Product Support Associate will report to the Director of User Support
- The person who assumes this role will respond to inquiries via chat and email efficiently and compassionately and advocate for user needs across the organization
- This is a position that offers many opportunities for professional growth
- Develop a comprehensive understanding of CommonLit’s digital platform and continue to build on that understanding
- Provide an exceptional user experience for our 20+ million educator and student users by investigating and solving user issues and tracking user suggestions via chat, email, and customer facing FAQs
- Advocate for customer driven solutions and improvements to processes and CommonLit’s digital platform
- Effectively learn to utilize software tools such as Help Scout, Slack, Zoom, GSuite, Notion, etc. that are commonly used throughout the organization
- Closely collaborate with many CommonLit teams, including customer success and product development, to understand the user experience on CommonLit
- Regularly receive and provide feedback about customer support best practices and technical issues
- This role involves prolonged periods in a stationary position at a desk and working on a computer
Application process
- Apply by: Friday, December 5 at 5 pm ET
Our take
The US Department of Education has reported that over 50% of US adults over the age of 16 lack proficiency in literacy. This figure is remarkable, and with educators still struggling to fill gaps in education, many fear it will rise. So CommonLit’s tailored literacy lessons may prove more critical than ever.
CommonLit is a non-profit edtech platform that provides research based reading lessons and resources for all literacy levels, grades 3-12. The curriculum is in use by over 20 million registered teachers and students worldwide, and 88,000 schools in the US alone - the majority of them low-income. It’s localizing many of its materials into Spanish too, to tap into the substantial Latin-American markets.
This kind of global reach and deep market penetration is a real coup for the business, especially given the highly competitive nature of the US edtech scene. Lalilo, OgStar Reading, and Simbi are among the many for-profit edtech startups looking to address the same issue, but they will struggle to compete with CommonLit's comprehensive free offering. Plus, CommonLit's non-profit status could mean it’s less vulnerable to the looming threat of the edTech bubble bursting. New products such as a Chat GPT detector for teachers exemplifies how CommonLit is keeping its finger on the pulse so as to maintain relevancy.
Steph
Company Specialist at Welcome to the Jungle
Insights
51% employee growth in 12 months
Company
Funding (2 rounds)
Oct 2018
$3.5m
GRANT
Oct 2016
$3.9m
GRANT
Total funding: $7.4m
Company benefits
- Health
- Dental
- Vision
- 401K
- Commuter benefits
- Company holidays
- Parental leave
- Sick leave
- Personal leave
Company HQ
Capitol Hill, Washington, DC
Leadership
Michelle Brown
(CEO)Graduated with a Master's in Education from Harvard, and subsequently spent time as a middle school reading and languages teacher.
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