Part-Time, Temporary Support Specialist

Who we are

At Informed K12, we’re on a mission to help school district administrators operate efficiently and gain insight into their most critical school business processes. Still today, most school districts have hundreds of mission-critical processes that run on paper, making visibility and improvement near impossible. We transform paperwork from a daily stumbling block to a strategic tool. This makes it possible to hire the right teachers for the right classrooms faster, manage bus routes for students without permanent housing, ensure teachers get reimbursed and paid on time, and a lot more. In short, we are powering the future of school district operations by helping district administrators drive the systemic change needed to improve productivity, accountability, and equity.

Our founders came out of Stanford University’s Graduate School of Education. Informed K12 (formerly Chalk Schools) is one of the first companies funded by Stanford’s StartX accelerator and top education technology incubator Imagine K12 (now part of Y Combinator). Learn more about us at www.informedk12.com.

About the role

We’re looking to fill a part-time role during our busiest seasons with districts - Spring hiring season and Fall back to school season. As a part-time Customer Support Specialist, you’ll be ready to come in and help us build on what makes us special: our commitment to offering a best-in-class, human-centered customer experience. You will be the face of our proactive support and the first-line source of product knowledge and troubleshooting.

As a resident product expert, this role will put you at the center of the action as part air traffic controller -- triaging, prioritizing, and solving customer issues as they come in -- and part wizard behind the curtain -- working behind the scenes to ensure our districts have a smooth product experience. You are excited to help deliver high quality and consistency to both our internal team and external customers.

You are comfortable with people-centric work and are able to ask the right questions that uncover the root causes of problems, identifying things the customer might not even be aware of themselves. You’re ready to manage multiple internal and external stakeholders and understand how to navigate inter-team dynamics. In your next opportunity, it is important that you are wanting to be a key contributor to your team, feel empowered to boldly advocate for your customers, and can build the trust of your team to make the right call.

Your responsibilities will include

• Serving as the first line of support for all inbound requests from administrative staff, teachers, and parents across our partner districts, responding both quickly to requests and with a high level of quality solutions
• Troubleshooting product and process-related issues and drive them to resolution, escalating issues to other team members or the engineering team when needed
• Supporting customers in configuring their processes on product
• Contributing to data collection on product questions and issues through ticket categorization, customer outreach, issues tracking, and providing feedback in cross-team meetings
• Providing feedback on support processes using both a deep understanding of district needs and quantitative data to strengthen cross-team alignment and our knowledge of customer health

Who you are

• Critical Thinker: You can find the solution to something even when it’s not immediately apparent. You identify workarounds when needed and love to stretch the limits of what the traditional use for products and technology might be.
• Detail-oriented: You thrive when you can check things off your list. You truly enjoy managing communications, data, and systems. You keep track of multiple projects at one time and use your expertise and context to prioritize your work in a way that best achieves the most impact for the larger picture.
• Flexible: You understand situations aren’t always black and white, and you’re comfortable operating in gray zones. You don’t flinch when something unexpected comes your way.
• People Focused: You seek to create and build strong relationships with people. You feel comfortable interacting with strangers in writing, on phone, and in person. You use your expertise and knowledge to persuade others, deescalate negative emotions, and find solutions that fit the unique needs of an individual.
• Even-tempered: You’re able to completely engage with people, separating any previous interaction with the person or issue from what’s at hand. You understand every person deserves the best of what you have to offer and you seek to give them that every time.
• Constant Learner: You seek and value feedback in order to grow and continuous