Customer Support Expert

BrainPOP is an online K-12 educational solution that makes rigorous learning experiences accessible and engaging for all. Proven to raise academic achievement, BrainPOP has been a trusted resource to more than six million educators. It engages the hearts and challenges the minds of over 300 million learners worldwide. BrainPOP provides endless opportunities for kids to take agency over their learning through playful, knowledge-building content and learner-driven projects, preparing them for success in the classroom and beyond. 

BrainPOP provides endless opportunities for kids to take agency over their learning through playful, knowledge-building content and learner-driven projects, preparing them for success in the classroom and beyond. 

We’re seeking a dedicated Customer Support Expert to join our team! This position will report to the Customer Support Manager.

If you have experience in customer service or technical support roles in a contact center environment and are seeking to keep growing your career within a welcoming and positive team, then this opportunity is for you!

In this role you will

• Provide a remarkable support experience in every interaction – via phone and email – to the broad spectrum of subscribers who use BrainPOP on different platforms
• Assist subscribers with a variety of issues that include but are not limited to: diagnosing and troubleshooting technical issues, product usage questions, onboarding and product configuration, billing and subscription inquiries
• Perform thorough, in-depth investigation into technical issues, identify the correct course of action, and log the steps taken to produce an accurate report of each issue and their resolution
• Work cross-functionally with internal departments (Implementation, Sales, Editorial, QA, Product, Marketing, Finance) to ensure the efficient resolution of issues
• Have constant interaction via Slack and Zoom with your peers and the team leadership to report emerging issues, request assistance, and prioritize or escalate user concerns
• Utilize your unique skills and abilities to make an impact on our team by working together in interesting and challenging projects within BrainPOP

You Are

• An optimistic individual with strong interpersonal skills and an outgoing personality
• Passionate about customer service excellence with superb communication skills
• Comfortable breaking down complex technical concepts into easy-to-understand instructions
• A naturally curious person with a passion for finding and resolving technical issues
• A self-starter with excellent organizational skills, able to work well independently and with multiple teams from different technical backgrounds

On Your Resume

• 2+ years of experience in technical support or customer service roles in a contact center environment or virtual/remote teams
• Experience managing tickets in Zendesk (or similar) and JIRA
• Familiarity with Google Workspace applications (Slides, Sheets, Docs, etc) and Slack
• Familiarity with Salesforce
• Able to demonstrate a depth of knowledge on third party integrations (from implementing to troubleshooting)
• Expertise in writing bugs tickets and feature requests
• Proven ability to handle complex scenarios with high level administrators from schools and districts

A Strong Plus

• Familiarity with common SSO integrations such as Clever, OneRoster, Google, and LTI
• Experience in the education or edtech fields
• Multilingual 

Life at BrainPOP

What we do today directly impacts how teachers teach and students learn. We continue to be inspired because we can see the difference we’re making, and we’re proud to be a creative, collaborative, always-teaching, and always-learning community. Our commitment to supporting and empowering teachers and students is reflected in our dedication to enhancing the lives of our employees—in and out of the office. Our team is made up of educators, data scientists, published authors, engineers, artists, bakers, film buffs, cyclists, dual citizens, and so much more. We value Diversity & Inclusion, collaboration, and learning from multiple perspectives, and we encourage people to bring their most authentic selves to work. Besides offering a comprehensive benefits package and emphasizing work-life balance, we make it a point to integrate fun and play into the workplace. 

We offer:

• Corporate Donation Matching 
• Medical, Dental, Vision, and Paid Life Insurance
• 401K with a company match 
• Friends & Family BrainPOP Subscription
• Learning & Development Stipend
• Wellness Activities (ClassPass Membership)
• Annual Performance Bonus
• Company Events (happy hours, volunteering opportunities, trivia nights, and monthly Town Halls) 

The starting salary for this role is between $58,000 - $62,000, depending on skills and experience. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. We expect most of the candidates offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.

Location:

BrainPOP is a hybrid work environment, allowing employees to self-select where they work–whether fully remote in approved states or in-office in our New York headquarters.

We can employ remotely out of the following approved hiring states:

• California
• Connecticut
• Florida
• Georgia
• Illinois 
• Massachusetts
• Missouri
• New Jersey
• New York
• North Carolina
• Oregon
• Pennsylvania
• Tennessee
• Texas

We believe that a diverse organization is a more effective organization. BrainPOP is an Equal Opportunity/Affirmative Action Employer.