Support Specialist (Remote)

Literably - San Francisco, California or Remote - Full time

About the role:

The Literably Support Specialist will report directly to the Vice President of Customer Success. In this role, we are looking for a highly motivated individual with previous elementary school (or reading) teaching experience who is passionate about reading, edtech, and the Literably product itself. The Literably Support Specialist will be the primary front-line source of knowledge and support for all users at our partner schools & districts across the globe. Ideally, you are a self-starter who has a demonstrated track record of hitting and surpassing ambitious goals while working independently/remotely and on a small team (10 or less people). The Support Specialist will need the skills and mindset to contribute to an early-stage startup by answering & resolving customer questions/problems; improving our Help Center and other client-facing resources; performing vital but sometimes tedious administrative tasks (we’re a small team, everyone does them!) in Salesforce and the Literably database; and contributing to special projects that will help take the company’s Customer Success team to the next level.

Internally, the Support Specialist will work most closely with the rest of the Literably Customer Success team, as well as with our Sales and Product teams.

Note: the ideal candidate for this position will be conversational or fluent in Spanish.

Salary: $35,000-$55,000

Equity: 0.1-0.2%

Responsibilities include:

  • Manage and respond to incoming customer emails, support tickets, and phone calls and ensure that customers’ questions and challenges are resolved quickly and efficiently. This responsibility might include:
    • Helping customers troubleshoot technical issues.
    • Explaining/highlighting how certain Literably features work and connect them to classroom instructional practices.
    • Resolving class rostering issues (will include doing work in Excel, our internal database, and third-party platforms such as Clever and ClassLink).
  • Review previously graded Literably assessments for errors and regrade Literably assessments as needed.
  • Process purchase and renewal orders as well as conduct other administrative tasks in Salesforce.
  • Update and improve the Literably Help Center and other client-facing learning/training resources.
  • There may also be opportunities to do extended trainings for Literably customers, assist with managing Literably’s graders, and help review/improve Literably’s texts (i.e., the stories & comprehension questions found in our assessments).

Ideal qualifications:

  • Fluent or conversational in Spanish.
  • Are passionate about reading, reading assessments, and the potential for edtech tools to help teachers and students in the classroom.
  • Minimum 1 year of elementary school teaching experience (or experience teaching reading as a reading specialist, reading coach, etc.).
  • People-focused with superb communication skills & a positive attitude: you are eager to connect, help, and train our customers so that they walk away from interactions with you loving Literably and what it has to offer.
  • Problem-solving orientation: You have a demonstrated ability and inclinations towards self-directed learning & get energized by digging into new problems (and coming up with a variety of possible solutions) with or without an internal playbook to guide you.
  • Technically competent: You are able to manage web-based and iOS-based troubleshooting, help desk software, and other online collaboration tools.
  • Incredible attention to detail: You enjoy reading a list of directions/instructions and executing on them, and are naturally inclined to double-check that your work has been done correctly. You consistently document and follow up on “action items” and “next steps”.
  • Exhibit excellent organization & judgment in a fast-paced, remote environment: You are an expert at juggling frequently shifting priorities and are always on top of what items can never fall between the cracks. You can wisely handle sensitive and confidential information and understand how to prioritize quick wins when perfection isn’t an option.
  • Proficient using Google G Suite (Docs, Sheets, Slides, etc.).
  • Proficient using Microsoft Office Suite (Word, Excel, PowerPoint, etc.).

Strongly preferred but not required to apply:

  • Previous experience using Literably.
  • Previous experience using Salesforce.
  • Previous experience using Zendesk or a similar “help desk” management system.
  • Note: If you have little or no experience using Literably, Salesforce, and/or Zendesk, we would expect you to be willing and excited to learn these systems and quickly internalize what basic things you would need to own and what advanced things you might need additional help with.
  • If hired, would be open to traveling to San Francisco for a multi-day, in-person onboarding process.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Literably

Literably is a fast-growing edtech company on a mission to develop every child into a proficient reader. Using our flagship product, K-8 students read aloud and answer questions on a device, and Literably generates key data for reading instruction that would otherwise be collected manually.
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