Product Support Associate

Summary

Join CommonLit, a nonprofit edtech organization, as a Product Support Associate! You will provide exceptional user support to our 20+ million users via email and chat, troubleshoot issues, and advocate for user needs. This role requires a Bachelor’s degree, 1+ years of relevant experience, and experience working with communities of color. Preferred qualifications include teaching experience and familiarity with edtech. You will collaborate with various teams, utilize software tools, and receive ongoing training. CommonLit offers a comprehensive benefits package including health insurance, retirement plan, paid time off, remote work support, and professional development opportunities.

Requirements

• A Bachelor’s degree
• 1+ years of relevant work experience
• Experience working with communities of color

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

Preferred Qualifications

• 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
• Experience with edtech programs in a classroom setting, either as a former teacher and/or experience providing exemplary technical customer support

Benefits

• 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
• Pre-tax commuter benefits for employees in the D.C. metropolitan area
• Remote work support, including a home office set-up stipend
• 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
• 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