About Common Curriculum
We build a collaborative, online lesson planner that helps teachers write their best lessons, faster. We believe increasing teacher-to-teacher collaboration is one of the most powerful (yet underrated) ways to improve student achievement.
About the role
We’re looking for a full time (or 32 hour a week) teacher success associate to help teachers learn how to use Cc to get more organized and write great instruction. During the back to school season (July - September), the job will primarily involve answering emails and phone calls. During the rest of the year, you’ll be improving the knowledge base, creating screen recordings, writing guides, and composing newsletters.
We’re based in Baltimore, but the position is remote. If you’re in the area, we’d love to see you in the office once a week. If you’re remote, we’ll fly you out 4 times a year. This is a salaried (not hourly) position with a salary range of $65,000-$80,000. Most of their hours will need to be worked during the business day (8am - 5pm EST)
There are two main goals for this job:
- Provide friendly, helpful, thoughtful support over email, chat, and zoom to all teachers.
- Reduce incoming support volume by creating help articles, drip emails, and tutorial videos and by identifying area of the product that are leading to confusion from our users.
More specifically, you will:
- Respond to incoming emails and phone calls Teachers and admins reach out with all sorts of questions — some are simple questions about how our app works and others are complex like how they should adapt our app for their teaching situation. You’ll be responsible for responding to emails and calls with kind, gracious, and helpful messages
- Write and edit knowledge base articles When you see someone ask a question that could be answered with an article, you’ll want to create or edit an article. You’ll be responsible for writing the copy, taking the screenshots or screen recording, and publishing the article through our content management system.
- Zoom with teachers who need extra help When teachers need more assistance, you’ll schedule a short zoom calls with them to provide hands-on help.
- Analyze incoming support messages for themes and trends You’ll create a system for tracking what teachers struggle with and you’ll write monthly reports on what features teachers are struggling with and what areas of the product we need to improve
- Manage the “bug” tracker and communicating when issues are resolved Sometimes, our app doesn’t work as intended. When someone reports an issue, you’ll be responsible for duplicating it, letting the team know, tracking it’s completion, and letting the teacher know it’s fixed.
- Manage the feature suggestion board Teachers submit ideas for how to improve our product and we love the feedback! You’ll keep this list organized, check that each new idea is unique (and not a duplicate), follow up to learn more about suggestions, and let people know when features are shipped
- Create weekly email newsletters Each week, you’ll write a 200ish word newsletter about how to use our app. You’ll create plans for an entire quarter using a spiral teaching strategy, so teachers reading the newsletters learn new skills and revisit ones already introduced.
How to apply
Click the job listing URL and then click "Apply for this job". In the cover letter, tell us why you’re interested in helping teachers learn to use Common Curriculum and one example of how organized you are. Great writing is critical to this job, so we’ll look at the quality of your cover letter closely.
Also, for the safety of all of us at Common Curriculum, our school customers, and vulnerable people throughout the world, we’ve adopted a mandatory COVID-19 vaccination policy for all employees. You’ll need to be fully vaxxed and boosted to apply.
Requirements
You’ll need:
- Undergraduate degree
- 4+ years of classroom teaching experience in a US K-12 public school.
- Evidence of the ability to independently learn a skill
- To love working in small teams where you'll have a lot of freedom
Preferred but not required:
- Experience using Common Curriculum in the classroom
- Prior experience doing customer support for an ed tech company
You’ll thrive in the role if:
- You’re an excellent writer. It’s difficult to find simple ways to explain complex features or to de-escalate a conversation when a teacher is upset. If you’re a good fit for the job, you’ll be excellent at writing clear, helpful responses in a kind, personal tone. Also, as a distributed team and the majority of our communication happens through writing. You need to be comfortable communicating over email and
- You love details. Was your classroom a sparkling jewel of neatness? Do you love color coded binders? Do you have an obsessive need to put everything in a labeled folder? If so, you have the skills we’re looking for! There’s a ton of information about your schools you’ll need to track and respond to. You’ll need the organizational skills to bring sanity to any chaos that comes your way.
- You are empathetic to the challenge of learning new technology.
- You are extremely curious and ask excellent questions. To help someone solve their problem, you need to understand what they’re trying to accomplish. To understand what they’re trying to accomplish, you need to ask great questions and great follow-up questions and great follow-follow-up questions. You’ll thrive in this job if you’re great at asking “why” questions.
You won't be a good fit if:
- You're looking for a big company with a career ladder and months of onboarding. In this role, we'll teach you how to do support and you'll shadow us as we answer emails/chats. We'll also have daily and weekly check-ins. Also, the whole team will be available and excited to help you out whenever you need! But, there will be many situations where you run into a user issue that we haven't written anything down about. You'll need to be someone who thrives in settings where you need to be constantly asking questions and learning.
- You're looking for a straight forward, simple job where you just respond to emails. This job will involve constant problem solving.
Benefits
- $65,000-$80,000 yearly salary
- $1000 monthly contribution to medical, dental, vision.
- 100% contribution to life and short term disability coverage
- 3% contribution to your 401K
- 35 vacation days: 20 flexible paid vacation days, 10 federal holidays, and a 5 days where the entire company is off between December 25 and January 1.
- 2 months parental leave
- Stipend to help set up your home office and/or pay for a co-working space (if not in Baltimore)
