Product Support Associate - Remote

Overview

The Product Support Associate at CommonLit will provide exceptional support to users of the online reading program, advocating for their needs while collaborating closely with various teams within the organization.

In Short

• Respond to user inquiries via chat and email.
• Maintain and improve FAQs for asynchronous support.
• Collaborate with Product, Engineering, and District Success teams.
• Develop a comprehensive understanding of CommonLit’s digital platform.
• Track user suggestions and advocate for customer-driven solutions.
• Utilize software tools like Help Scout and Slack.
• Receive and provide feedback on customer support best practices.
• Work efficiently and compassionately to address user needs.
• Engage in ongoing training and professional growth opportunities.
• Help improve processes and user experiences on the platform.

Requirements

• A Bachelor’s degree.
• 1+ years of relevant work experience.
• Experience working with communities of color.
• Preferred: Evidence of success as a teacher in K-12 education.
• Strong attention to detail.
• Empathetic and friendly demeanor.
• Positive attitude and willingness to learn.
• Bonus: Experience with edtech programs.
• Strategic self-starter who can self-organize.
• Eager to receive ongoing training and feedback.

Benefits

• Opportunities for professional growth.
• Work in a mission-driven organization.
• Collaborative team environment.
• Flexibility in work location.
• Engagement with diverse communities.