Customer Experience Coordinator, Teachers Pay Teachers

IXL Learning, a leading edtech company with software products used by 14 million students worldwide, is seeking an upbeat, customer-focused, and analytical individual to join our Teachers Pay Teachers customer experience team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our products.

In this role, you will preserve and protect our marketplace and community through objective policy enforcement, thoughtful community support and education, and implementation of systems designed to swiftly and proactively address risks to our brand and community. You will use your communication skills to effectively explain solutions to our customers who are teachers, students, parents, school administrators, and tutors. You will also work closely with engineering and product design teams on continued initiatives to develop and improve IXL’s products and services. 

This is a full time hybrid position in our New York, New York office.

WHAT YOU'LL BE DOING

• Respond to user concerns regarding a wide range of topics related to TPT’s site policies, including intellectual property, malware and community reports about resources
• Reviewing and taking enforcement actions on content flagged as violating TPT’s Content Guidelines
• Responding to all other user concerns across the CX intake channels
• Collaborate with the rest of the CX team on refining TPT’s approach to policy enforcement, including by surfacing novel issues and helping to update enforcement standards and policies as appropriate.
• Supporting the maintenance of the TPT policy library by identifying policies in need of updates or new areas for policy development
• Serve as an internal and external cross-functional expert on topics related to TPT’s Content Guidelines and other policies

WHAT WE'RE LOOKING FOR

• BA/BS
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritize tasks and work efficiently
• Self-starter who takes initiative and is able to work independently and also as a team
• Detail-oriented and exceptionally organized
• Interest in K-12 education!

Our pay ranges are determined by role, level, and location. The base hourly rate for this full-time position is $22.50 per hour + benefits. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.  

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At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.