The Classroom Success Specialist is responsible for building positive experiences for teachers using Writable. Interacting with Writable and Houghton Mifflin Harcourt customers largely via Live Chat experiences inside our web app, the Classroom Success Specialist will be able to support and respond to teachers’ technical, pedagogical, and ”how to?” questions as well motivate and guide a teacher towards a better implementation/use of Writable in their classrooms.
The ideal candidate is an excellent communicator and problem solver - both with customers as well as internal teams. You can ask the right questions and use a variety of tools at your disposal to triage and escalate customer issues. You can spot patterns in teacher questions and recommend written materials or training, and you’re always willing to continue helping a teacher on a screen share or follow up call.
Finally, you’ll be an expert about all things Writable. You’ll be able to keep track of new features, try them out, know how they help teachers, and see how teachers are using them. Ultimately you are driven by improving teacher confidence with writing instruction and improving student writing outcomes.
What You’ll Do
The ideal candidate will have experience doing some or all of these things:
- Support teachers via live-chat and email, answering questions “in the moment” in their classrooms
- Facilitate on-demand screen share calls to show teachers Writable features.
- Use internal tools to help understand teachers’ questions and needs
- Motivate and excite customers at each stage of Writable use
- Escalate issues to internal teams and follow up issues until they are resolved
- Understand a customer’s related use of platforms such as HMH Ed, Google Classroom, Schoology, and Canvas
- Communicate effectively – in a time-efficient way – with both teachers and with internal Writable and HMH teams
- Gather and bring back product feedback and patterns to the Writable team
- Identify the need for customer education content, including help articles and videos.
Qualifications
- BA/BS degree
- Classroom teaching experience
- 2+ years of educational coaching, team leadership, or instructional technology background
- Ideal candidates will also have 2+ years in customer support, training or professional development role in an education technology company.
- Hands-on experience with tools such as Intercom/Zendesk/Jira or other customer support or bug-tracking software is a plus.
- Experience with Hubspot, Salesforce, or a similar CRM program is a plus.
- Experience with social media community management is a plus.
Benefits & Details
- Writable is an Equal Opportunity Employer. We are enthusiastically committed to an inclusive and kind workplace, creating an equitable tool for all students, and expanding/supporting diverse voices in our workplace.
- This is a remote role.
- Writable offers healthcare benefits and a 401K program with employer matching.
