Platform Support Specialist

Overview of Role

As Fishtank’s first Platform Support Specialist, you will play a foundational role on the Product team, building and managing internal support systems to ensure a smooth experience for both school partners and internal users. You will serve as the first line of support for platform-related issues, triaging and directing requests to the appropriate teams. You will play a key role in identifying customer needs and usability improvements, collaborating with our web development team to plan product enhancements.

This is a hands-on role that requires building processes from the ground up, collaborating across teams, and helping Fishtank scale its impact as the organization grows.

Job Responsibilities

• Platform Support & Triage
  • Create external documentation and provide onboarding support for new users, ensuring they have the necessary resources to effectively navigate and utilize the platform.
  • Serve as the first point of contact for internal platform support requests and user-reported issues.
  • Triage incoming issues and route them to the appropriate team (e.g., web developers for bugs, curriculum for content-related questions, customer success for partner-facing issues).
  • Track support requests, follow up on progress, and ensure issues are resolved in a timely manner.
  • Develop and maintain clear documentation of support workflows, FAQs, and internal resources.
  • Monitor trends in support needs and collaborate with teams to proactively address recurring problems.
• School Partner Data Agreements
  • Manage the intake, review, and processing of data privacy agreements with school partners.
  • Coordinate with internal teams to ensure compliance with privacy and security requirements.
  • Build and maintain an organized system for tracking data agreements as the partner base grows.
• Building Systems & Continuous Improvement
  • Depending on experience, support the rollout of Fishtank Student by coordinating across teams, tracking implementation milestones, and ensuring clear internal communication and documentation.
  • Establish foundational workflows, tools, and best practices for platform support.
  • Collaborate cross-functionally with Product, Partnerships, Implementation, Curriculum, and Engineering teams to ensure a seamless support experience.
  • Identify opportunities to improve support processes, enhance internal communication, and streamline partner support.
  • Gather and review user data to better understand product use and suggest product improvements.
• Curriculum Content Integration and Testing
  • Coordinate with product team to ensure curriculum resources are displaying accurately on Fishtank Student
  • Test features to ensure they are working as intended, especially when changes and updates are made to the website.

Education, Experience, and Skills

• Bachelor’s degree preferred, or equivalent experience in a support, operations, or coordination role.
• 2+ years of experience in a support, operations, or coordination role, ideally in EdTech, SaaS, or a mission-driven organization.
• Strong interest in K-12 education preferred and experience teaching is a plus.
• ​​Thrive in fast-paced, customer-facing environments, responding quickly and communicating clearly and empathetically with non-technical users.
• Able to serve as the first line of support, triaging and directing issues to the appropriate teams while ensuring follow-through and resolution.
• Familiarity with support ticketing systems, CRMs, and project management tools.
• Ability to work both collaboratively and independently in a fast-paced, growing organization.
• Comfortable navigating ambiguity, learning quickly, and building support processes from the ground up.
• Strong problem-solving skills with the ability to identify and troubleshoot customer roadblocks effectively.
• Exceptional attention to detail and organizational skills, with a proactive and service-oriented mindset.
• Strong written communication skills, with the ability to document processes clearly and respond to support inquiries effectively.
• Tech-savvy and comfortable navigating web-based platforms, support tools, and digital systems.
• Experience handling data privacy agreements or compliance documentation is a plus.

Compensation:

The salary range for this role is $50,000- $60,000, depending on experience. Competitive benefits are available.

To Apply:

To apply please submit your resume and answer the questions on this form. Only applicants that complete the google form and submit the correct materials will be reviewed.

Note: You must be logged into a Gmail account to complete this form and upload materials. If you have any questions or challenges with the form, reach out to contact@fishtanklearning.org. Please refrain from contacting this email for status updates on your application.

Fishtank Learning, Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.