Customer Support Representative (Remote, US)

Why You’ll Love This Role:

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.

What You’ll Be Doing:

• 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.

About You: 

• 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 

Why you’ll love working at Newsela:

• Health & Wellness: Comprehensive medical benefits with employer contribution to premiums and to HSA accounts. Additional benefits such as gym reimbursement, pet insurance, free access to the Calm app, Rocket Lawyer and more to help you stay healthy: mind, body, and soul. 
• Work From Home: We are a fully remote company. We provide a monthly tech stipend to support your WFH needs!
• Supporting ALL Families: Inclusive benefits to support you and your family, including parental leave, fertility support, adoption, and more! 
• Financial Wellbeing: Invest in your future with our 401(k) plan, which inclu