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 ski