Associate Customer Support Analyst, Teachers Pay Teachers (TPT)

IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a driven, customer-focused, and analytical individual to join our Teachers Pay Teachers customer support team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our products.

In this role, you will provide support to our Buyers, Sellers, and administrators across the TPT marketplace. You’ll be expected to respond to customer inquiries, recognize trends in the questions received from the TPT community, and surface these learnings internally to improve our product, policies, and services. You will also work closely with engineering and product teams on continued initiatives to develop and improve TPT’s products and services.

• Tuesday–Saturday, 9am–6pm
• Sunday–Thursday, 9am–6pm

WHAT YOU'LL BE DOING

• Develop and maintain a high level of product expertise
• Provide timely and accurate solutions by email to incoming customer questions
• Use your product expertise to identify customer needs and help customers with best practices
• Troubleshoot issues and provide expert solutions and workarounds
• Create and maintain product documentation for internal teams and customers
• Learn TPT's products, services, processes, and tools to ensure a polished, positive interaction with our users
• Learn to do the necessary background research to deliver high quality customer experiences that require less customer effort
• Work with teammates on ad-hoc projects
• Gather customer feedback and feature requests to share with our product and engineering teams

WHAT WE'RE LOOKING FOR

• BA/BS degree required
• 1+ year of experience in a customer facing role
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritize tasks and work efficiently
• Self-starter who takes initiative and is able to work independently and also as a team
• Detail-oriented and organized
• Interest in K-12 educational technology!