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Product Support Zendesk Specialist 🔥


About CommonLit:

CommonLit is a nonprofit EdTech organization dedicated to providing high-quality literacy instruction to low-income students and students of color to prepare them for success in college and careers. We operate a free online reading and writing program, www.commonlit.org, that is used by millions of teachers and students worldwide monthly.

Job Description:

We are looking for a Product Support Associate with experience using the Zendesk CRM to join our Product Support Team and manage our CRM. This role should have exceptional people skills and a strong interest in supporting school districts, district leaders, teachers, students, and parents as part of our Product Support Team. The ideal candidate is experienced using Zendesk, excited to work for a fast-paced nonprofit organization, willing to learn, and committed to our mission. The person who assumes this role will communicate daily with teachers and school/district leaders who rely on CommonLit for access to high-quality literacy materials, so a passion for helping others is a must.

This role allows for quick growth within the organization, including potential direct report management, marketing, and technical opportunities. The ideal candidate is a quick learner, personable, and has a love for communications. This role is perfect for those with a passion for combining equity with education, literacy, and literature.

Qualifications

  • Must have customer service experience specifically using the Zendesk CRM. Please highlight experience with:
  • Zendesk Support
  • Zendesk Chat
  • Zendesk Explore
  • Zendesk Guide
  • Answerbot
  • Macros, triggers, automations, and integrations
  • Must be empathetic and friendly with a desire to help underserved communities
  • Must be a strategic self-starter who can prioritize time effectively
  • Strong attention to detail
  • Strong writing, editing, and analytical skills
  • Positive attitude and willingness to learn
  • Experience working with communities of color
  • The following technical skills are appreciated and should be highlighted in a cover letter, though they are not required:
  • Spanish reading and writing skills
  • Graphic Design
  • UX/UI
  • Coding (HTML, CCSS, Javascript, Ruby on Rails)
  • SQL
  • RegEx
  • Manage the CommonLit Customer Relations Manager program (Zendesk) for the Product, District Success, and CommonLit Español teams
  • Provide an exceptional user experience for our 20+ million educator and student users by investigating and solving user issues and tracking user suggestions through incoming tickets
  • Provide live chat support for educators around the world
  • Support the Product Team in meeting product and software development milestones
  • Support the Product, District Success, and CommonLit Español teams in designing and maintaining systems that allow end users to support themselves, including support articles, blogs, videos, newsletters, and marketing materials
  • There is an opportunity for this role to serve as an individual contributor or to potentially manage direct reports on the Product Support team

As an equal opportunity employer, CommonLit values having a diverse workforce and continuously strives to maintain an inclusive and equitable workplace. We encourage people with a diverse range of backgrounds to apply. We do not discriminate against any person based upon their race, traits historically associated with race, religion, color, national origin, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or any other legally protected characteristics. If you are a qualified applicant requiring assistance or an accommodation to complete any step of the application process due to a disability, you may contact us at careers@commonlit.org.

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