Product Support Associate

CommonLit is a nonprofit education technology organization dedicated to ensuring that all students, especially students in Title I schools, graduate with the reading, writing, communication, and problem-solving skills they need to be successful in college and beyond. We envision a world where all students get the opportunity to have a world class education. We operate an online reading program for grades 3-12, www.CommonLit.org, that is used by teachers in over 90,000 American schools.

The Opportunity

CommonLit’s User Support team responds to inquiries, questions, and issues from users all over the world via email and live chat. The User Support team also maintains and improves a collection of FAQs to provide asynchronous support. CommonLit’s User Support team works closely with the Product, Engineering, and District Success teams to escalate issues and feedback directly from users.

The Product Support Associate will report to the Director of User Support. The ideal candidate will have demonstrated experience in support work. We are looking for a candidate with excellent written communication skills, attention to detail, a strong ability to identify and troubleshoot customer roadblocks, and a hunger to learn quickly. The person who assumes this role will respond to inquiries via chat and email efficiently and compassionately and advocate for user needs across the organization. This is a position that offers many opportunities for professional growth.

Apply by: Friday, December 5 at 5 pm ET

Qualifications

• • A Bachelor’s degree
  • 1+ years of relevant work experience
  • Required: Experience working with communities of color
  • Preferred: Evidence of success as a teacher in K-12 education
  • Eager to receive ongoing training on CommonLit’s product suite and consistent feedback
  • Strong attention to detail
  • Strategic self-starter who can self-organize and prioritize time effectively
  • Empathetic and friendly with a desire to help teachers
  • Positive attitude and willingness to learn and assist with other projects as needed
  • Bonus: Experience with edtech programs in a classroom setting, either as a former teacher and/or experience providing exemplary technical customer support

Responsibilities

• • Develop a comprehensive understanding of CommonLit’s digital platform and continue to build on that understanding
  • Provide an exceptional user experience for our 20+ million educator and student users by investigating and solving user issues and tracking user suggestions via chat, email, and customer facing FAQs
  • Advocate for customer driven solutions and improvements to processes and CommonLit’s digital platform
  • Effectively learn to utilize software tools such as Help Scout, Slack, Zoom, GSuite, Notion, etc. that are commonly used throughout the organization
  • Closely collaborate with many CommonLit teams, including customer success and product development, to understand the user experience on CommonLit
  • Regularly receive and provide feedback about customer support best practices and technical issues

Physical & Additional Requirements

• • This role involves prolonged periods in a stationary position at a desk and working on a computer
  • This role requires work to be performed from 9 am to 5 pm Eastern Time, regardless of the time zone the individual resides in

At CommonLit, we are committed to fostering a supportive and inclusive company culture that values work-life balance and adapts to life’s changes. We offer a comprehensive benefits package designed to support our employees’ health, well-being, and financial security:

• Health, dental, and vision insurance
• HSA and FSA Plans, including Medical FSA, Limited FSA, and Dependent Care FSA options
• Company-sponsored basic life insurance, with additional options for supplemental life insurance
• Legal insurance
• 401(k) retirement plan with a 4% safe harbor employer match
• Access to exclusive discounts, including pet insurance, hotel booking discounts, and more
• Remote work support, including a home office set-up stipend

Generous time off, including:

• 16 paid holidays annually
• Paid time off accruals and sick leave
• Paid family leave, including caregiver leave, medical leave, and 12 weeks of paid parental leave
• 2 floating holidays
• Volunteer and school visitation leave
• Jury duty leave
• Bereavement and compassionate leave
• Flexible work options

As a remote-first organization, CommonLit has team members in nearly 30 states and Washington, D.C. We strive to create a collaborative and engaging workplace through various connection opportunities:

• Monthly remote activities, such as dumpling-making, yoga, and virtual escape rooms
• Monthly "CoffeeLit" sessions for connecting with colleagues
• Learning and development opportunities for teams and individuals

Apply by: Friday, December 5 at 5 pm ET

Applicants must have fluency in and excellent written and verbal command of the English language.