Customer Support Specialist at - Remote - Full time

Customer Support Specialist- Job Description

Location: Remote

Please note:

  • Application materials must be emailed to by May 6, 2024. 
  • In the interest of equity, hiring managers and employees will not respond to direct messages or inquiries via social media (LinkedIn, etc.).
  • Due to the anticipated number of applicants, we cannot provide updates on the status of individual applications. Those selected for interviews will be notified via email. Interviews will begin the week of May 6.

About aims to help all students become strong writers and critical thinkers.

In 2018, Fast Company as one of the Top 10 Most Innovative Education Companies of 2018 alongside Duolingo, Sesame Workshop, and Coursera. As an open-source organization, we work with a large community of developers and educators to build free online literacy tools to advance our mission of helping low-income K-12 students become strong writers and critical thinkers. Building on a robust pedagogical foundation and innovative use of machine learning and natural language processing, we aim to serve 10 million students in the next five years.

Quill currently offers six free online learning tools that bring the power of cutting-edge AI technology into the classroom: Quill Connect, Quill Lessons, Quill Diagnostic, Quill Proofreader, Quill Grammar, and Quill Reading for Evidence. With our newest tool, Quill Reading for Evidence, Quill has expanded our offerings from writing instruction to a tool that improves both writing and reading comprehension. Quill is currently developing activities for ELA, social studies, and science classrooms, focusing on texts that examine 21st-century issues.

About this role:

At Quill, we’re passionate about our mission and the teachers and students we serve. Likewise, we bring that same passion to creating a workplace environment that exemplifies ourcore values.

As a Customer Support Specialist, you will use your technical and written communication skills to effectively troubleshoot bugs/issues and answer our users' questions using our support platform, Intercom. You will work with teachers and administrators at all customer lifecycle stages. As a member of the partnerships team, you will also conduct webinars for teacher onboarding and create articles, instructional videos/tutorials, and other customer education resources.

You will also collect and report customer feedback and liaise between the partnerships and other internal teams. You will also use customer feedback to create technical specs for potential product improvements that enhance the overall user (teacher and student) experience.

This role may be a good fit for you if you have a passion for K-12 education, customer satisfaction, and experience working with technology. In addition, you’re a strong communicator, detail-oriented, enjoy problem-solving and creating systems, and want to work for a small, collaborative, dynamic organization. We encourage former or current educators interested in transitioning to edtech to apply!

This role reports to the VP of Partnerships and Professional Services.

The Customer Support Specialist’s responsibilities include:

  • Communicating with our users (primarily teachers) and providing timely Quill expertise and knowledge via Intercom, our customer support platform
  • Working in collaboration with the product team to reproduce bugs and troubleshoot issues and updating appropriately regarding resolutions
  • Conducting virtual teacher webinars throughout the school year
  • Writing articles, creating videos and other resources for our Teacher Center and Support Center
  • Maintaining detailed documentation of customer feedback via the applications Notion and Canny and writing technical documents for user experience improvements
  • Drafting product pitches to address user feedback

Successful candidates will have the following experience:

  • BA/BS Degree
  • Demonstrated ability to solve technical problems by researching solutions
  • Demonstrated ability to multi-task and learn new systems, products, and/or tools with relative ease
  • Demonstrated ability to take initiative and go the extra mile for people by understanding their needs and coming up with solutions
  • Strong written and verbal communication skills
  • Strong analytical, diagnostic, and problem-solving skills
  • Collaborative mindset, but can also work independently
  • Previous K-12 teaching experience is highly preferred
  • Demonstrated experience with edtech tools is highly preferred

Join Us!

At Quill, we offer a flexible schedule, pretty spectacular benefits, and a fantastic team of brilliant, supportive colleagues. We believe in a growth mindset, learning from our mistakes, and celebrating each other’s success as we work toward our collective impact!

Salary: The base salary range for this position is $55,000-70,000.

In the interest of equity, Quill does not negotiate outside of this range; all of Quill’s salary ranges are developed through market research and a commitment to fairness and equity internally. Final salary offers will reflect a candidate’s skills and experience while considering current internal salaries.

Benefits: Health, Dental, Vision Insurance (Aetna), 4% 401k Matching, 33 Days Paid Holidays & Paid Days Off (with Unlimited Sick Leave), and a $1,500 professional development stipend annually.

Location: This is a remote role- candidates can live within any US time zone.

Typical office hours: Quill maintains a 40-hour work week with a flexible daily schedule.

Start date: June 2024

To apply, please email the following to by Monday, May 6, 2024. Your subject line should state: Customer Support Specialist

  1. Cover Letter
  2. Resume
  3. Address the following questions in a response no longer than 500 words (the response should be included at the bottom of your cover letter).
    • Describe a specific situation where you had to become a technical expert on something in a short amount of time. What was your process? What were your greatest challenges, and how did you address them? What did you learn from the experience?

EEO Statement: provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Customer Implementation / Customer Success

Experience Level

Entry Level

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