Remote Customer Support Representative - EdTech Focus

About the Role

Newsela is looking to hire a Contract Remote Customer Support Representative to join our Customer Experience Department. In this role, you will engage with customers across chat and email, ensuring their satisfaction and enhancing their experience with our EdTech platform. As a Remote Customer Support Representative, you will be the voice of our brand, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.

What You'll Do

• Handle customer interactions with professionalism and empathy across various platforms.
• Utilize Salesforce and other internal tools to log, track, and resolve customer cases efficiently.
• Analyze issues, identify solutions, and ensure customers walk away happy and supported.
• Collaborate with internal teams to provide clear and concise updates for seamless customer experiences.
• Engage with technology to enhance customer experiences and support platforms.

Requirements

• 3+ years of customer support, helpdesk, or related experience.
• EdTech experience is required.
• Strong verbal and written communication skills.
• Ability to troubleshoot and problem-solve effectively.
• Empathy and a customer-first mindset.
• Strong time management and multitasking skills.
• Familiarity with supporting educators and schools or experience in tech support.
• Experience with Salesforce OneCRM, Google Workspace, Slack, and JIRA.

Nice to Have

• Prior experience with remote customer support or working across multiple time zones.
• Experience working for a US-based tech company.
• Written and verbal English fluency.

What We Offer

• Flexible working hours within the specified time frame.
• Opportunity to work in a dynamic EdTech environment.
• Access to ongoing training and development.
• Supportive team culture focused on collaboration.
• Remote work benefits including a flexible schedule.