Verified Job
IT / Software / Data Analyst
Customer Support Specialist (Contractor)
IT / Software / Data Analyst
#31408
Remote / WFH
MagicSchool AI
Job Description
Responsibilities
In this role, you will be responsible for driving towards the following outcomes:
Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks.
Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up.
Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation.
Identify and surface patterns in recurring issues to team leads.
Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration.
Experience & Qualifications
To be successful in this role, you’ll bring the following experience & qualifications:
Required
Prior experience as a K–12 classroom teacher, with strong familiarity with educator and district workflows.
Exceptional customer service skills with demonstrated ability to deliver professional support via email and chat channels with demonstrated ability to manage multiple priorities and maintain quality under pressure
Exceptional written communication skills and the ability to translate technical concepts into clear, user-friendly language.
Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving
Ability to quickly learn complex systems and troubleshoot independently using available resources.
Adaptable and resilient with strong collaboration skills and commitment to fostering a supportive team culture
Highly preferred
Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink. Candidates with this background are eligible for the higher end of the pay range.
Prior experience using MagicSchool in a school or classroom setting.
Experience supporting customers in a SaaS environment.
Familiarity with Intercom or similar ticketing systems for case management and workflow tracking.
Why Join Us?
Work on cutting-edge AI technology that directly impacts educators and students.
Join a mission-driven team passionate about making education more efficient and equitable.
Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
For full time employees:
Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
Every employee is offered generous stock options, vested over 4 years.
401k match & monthly wellness stipend.
Our Values:
Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
In this role, you will be responsible for driving towards the following outcomes:
Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks.
Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up.
Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation.
Identify and surface patterns in recurring issues to team leads.
Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration.
Experience & Qualifications
To be successful in this role, you’ll bring the following experience & qualifications:
Required
Prior experience as a K–12 classroom teacher, with strong familiarity with educator and district workflows.
Exceptional customer service skills with demonstrated ability to deliver professional support via email and chat channels with demonstrated ability to manage multiple priorities and maintain quality under pressure
Exceptional written communication skills and the ability to translate technical concepts into clear, user-friendly language.
Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving
Ability to quickly learn complex systems and troubleshoot independently using available resources.
Adaptable and resilient with strong collaboration skills and commitment to fostering a supportive team culture
Highly preferred
Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink. Candidates with this background are eligible for the higher end of the pay range.
Prior experience using MagicSchool in a school or classroom setting.
Experience supporting customers in a SaaS environment.
Familiarity with Intercom or similar ticketing systems for case management and workflow tracking.
Why Join Us?
Work on cutting-edge AI technology that directly impacts educators and students.
Join a mission-driven team passionate about making education more efficient and equitable.
Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
For full time employees:
Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
Every employee is offered generous stock options, vested over 4 years.
401k match & monthly wellness stipend.
Our Values:
Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
