What are the responsibilities and job description for the Customer Support Associate (West Coast) position at Heggerty?
About Heggerty
Heggerty is a literacy leader providing innovative, research-proven reading and writing solutions for Pre-K through 5th-grade classrooms. Heggerty’s integrated collection of literacy solutions provides teachers with the approachable, research-backed resources they need to close student skill gaps and supplement existing ELA curricula.
About The Role
Our commitment to equal employment opportunity extends to every aspect of our employment practices, including recruitment, hiring, training, promotions, compensation, and termination. We strive to create an environment where diversity is valued, and all individuals are treated with respect and dignity.
We are dedicated to maintaining a workplace where everyone can contribute to their fullest potential, and encourage individuals from all backgrounds to apply.
Heggerty is an E-Verify participant.
If selected, a background check will be required.
Heggerty is a literacy leader providing innovative, research-proven reading and writing solutions for Pre-K through 5th-grade classrooms. Heggerty’s integrated collection of literacy solutions provides teachers with the approachable, research-backed resources they need to close student skill gaps and supplement existing ELA curricula.
About The Role
- This role serves as a frontline representative of Heggerty, providing timely, empathetic, and solutions-oriented support to our customers. You’ll help teachers, administrators, and partners get the most from our products and services, ensuring their questions are answered and their needs are met.
- Serve as the first point of contact for customer inquiries via email, phone, and chat, delivering prompt and helpful support.
- Troubleshoot order issues, platform access, product questions, digital platform technical issues and general support needs with accuracy and empathy.
- Maintain detailed records of customer interactions using our support platforms (e.g., Salesforce).
- Collaborate with internal teams, including Sales, Operations, and Product, to resolve issues and ensure a seamless customer experience.
- Identify and escalate recurring issues and suggest process improvements to enhance the support experience.
- Support seasonal projects such as back-to-school readiness, product launches, or fulfillment surges.
- Curiosity, empathy, and a passion for our mission and values
- 1–3 years of experience in a customer support or technical support role, ideally in an education, EdTech, or mission-driven environment.
- Strong written and verbal communication skills with an emphasis on clarity, tone, and professionalism.
- Proficient in using support tools and CRMs. Salesforce experience is preferred (e.g., Zendesk, HubSpot, Salesforce).
- Empathetic and patient approach to problem-solving with a customer-first mindset.
- Detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively.
- Comfortable working in a fast-paced, remote work environment.
- Spanish proficiency preferred.
- Competitive salary and benefits
- 401(k) with company match
- Generous time off options, including paid holidays and winter break
- Independence and autonomy
- A flexible, remote work environment
Our commitment to equal employment opportunity extends to every aspect of our employment practices, including recruitment, hiring, training, promotions, compensation, and termination. We strive to create an environment where diversity is valued, and all individuals are treated with respect and dignity.
We are dedicated to maintaining a workplace where everyone can contribute to their fullest potential, and encourage individuals from all backgrounds to apply.
Heggerty is an E-Verify participant.
If selected, a background check will be required.