The role: 

At Newsela, we believe in the power of Customer Support’s ability to shape the customer experience and amplify user voices. In this dynamic role, you will embody these vital roles as the first line of support for Newsela and Formative users. Your mission to guide them seamlessly through Newsela.com and Formative.com, untangling any confusion and smoothing out any bumps in their experience. Your passion for understanding user needs will drive you to uncover insights that will shape our products, implementations, and overall journey. Being a frontline powerhouse requires a customer-centric approach and an intrinsic motivation to stay ahead of the curve. As a self-driven individual who embraces change, thrives on continuous learning, and is motivated by navigating the dynamic layout of e-learning platforms, you will play a key role in the experience of Newslea and Formative users. Using a state-of-the-art customer relationship management tool, you will service customers via email and live chat, ensuring a comprehensive journey from initial contact to resolution. Reporting directly to the Manager of Customer Support, you’ll champion a customer-first mindset, positioning yourself as a Newsela and Formative frontline product expert. 

Why you’ll love this role:

• You’ll be a catalyst for Education. You will experience the profound impact Newsela and Formative products have on classrooms, firsthand. Your contributions will directly influence the engagement levels and learning experiences of students across the nation. 
• You will connect with Educators. Your guidance will be a driving force in empowering Educators to navigate and optimize their use of Newlsea products. 
• You embrace EdTech and e-learning. You are fueled by educational technology and enjoy diving into the intricacies of different platforms, and understanding how they integrate with Newsela products. 
• You relish in high-impact, growth-provoking spaces and have an affinity for being at the forefront of industry trends, best practices, and customer experience. 

Why you’re a great fit: 

• You have 3 years of experience in a customer support function 
• You have 2 years of IT experience
• You have experience with education technology platforms or educational systems
• You have experience with Customer Relationship Tools 
• You have demonstrated success in meeting or exceeding general support KPI targets and goals, ensuring best-in-class experience is delivered during customer interactions 
• You’re able to easily isolate issues and provide technical or navigational guidance to customers to achieve resolution 
• You have the ability to balance empathy for customers with urgency in resolving their issues 
• You do not shy away from complex technical issues, but challenge yourself to locate an answer 

Base compensation range: $50,000 - $58,000. Total compensation for this role also includes a base salary, incentive stock options, and benefits. This compensation range may be adjusted based on actual experience. 

About Newsela:

One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from 100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.