Support Specialist

TalkingPoints is an award-winning education technology non-profit organization with the mission to unlock the potential of low-income, underserved families to support their children’s learning by partnering with their children’s schools. We are building a one-of-a-kind product in the market, a multilingual family engagement platform that connects families and teachers using human and artificial intelligence powered, two-way translated messages and personalized supports — eliminating language, time limitations, and know-how as barriers to school/family connection.

Millions of teachers and families are using TalkingPoints in their classrooms, schools and districts across the United States. TalkingPoints works with key school district partners such as Seattle Public Schools, Boston Public Schools, Buffalo Public School, Wake County and NYC DOE. We have won awards from NYU, MIT, Google, Forbes and are backed by Google, Eric Schmidt, AT&T, Cisco, and Stanford University to name a few.

TalkingPoints is at a critical inflection point in the organization’s growth.  We continue to see exponential growth in both our user base and our own internal structure.  It’s an important time to join our team and build on our momentum and ability to support students and families during this critical time in which education equity gaps are more concerning than ever. 

Diversity: we celebrate it, we support it, and we thrive on it!

The opportunity

As a Support Specialist, you will report to the Manager of Support and will have the opportunity to support educators and families on the TalkingPoints platform. This role requires strong problem-solving skills, excellent communication abilities and deep understanding of our product and services. Additionally, you will work closely with the management team to identify and assess potential areas of growth within the team’s operations, aiming to drive continuous improvement and evolve the support function. This a full-time position with a start time of 8am ET.

You’ll work closely with a small but supercharged, tightly-knit, mission-driven team, focused on driving family engagement in support of schools, teachers, and families. You will:

• Respond to customer inquiries, concerns, and complaints with empathy and patience, ensuring a high level of customer satisfaction
• Communicate regularly with product, partnerships, sales and engineering teams regarding user issues and themes to be sure they can be effectively addressed
• Provide outstanding customer support via various channels (email, chat, social media, video call) 
• Provide valuable feedback  to internal teams based on customer interactions, contributing to product enhancements, process improvements, and overall customer experience
• Develop a deep understanding of our products and services to provide accurate information and guidance to customers and internal team members. 

Who you are

• You have 3+ years of experience in online customer support or a related field, demonstrating a track record of delivering exceptional customer service.
• You have a thorough attention to detail required to identify and help solve user problems.
• You have a proactive nature with the ability to take initiative, identify opportunities for improvement, and implement solutions proactively.
• You have strong written and verbal communication skills, with the ability to communicate effectively across different departments and with customers of varying technical backgrounds.
• You must be a quick learner and able to get up to speed quickly during our fast-paced onboarding as well as learning on the job.
• You are bilingual, preferably in Spanish.
• You are a strong team-player: we work as a small, tightly-knit team and you should be self-starting and motivated to build things.
• You have a strong commitment to our mission and using technology to make a difference.
• You must have or be willing to undergo a background check that is necessary for working with student data.

Nice to haves:

• Proficient in using customer support software, ticketing systems 
• Experience with U.S.-based K-12 education systems
• Experience in or empathy with communities we serve (e.g., underserved populations, education, immigration, bilingual and/or multicultural environments)

Overall fit with our org culture – we look for team members who are

• User and mission-oriented: we are devoted to our mission with empathy towards the communities we serve.
• All-in together: we go above and beyond the job description, working together as a team.
• Agile & action-oriented: we get things done, knowing that our progress is urgent to our communities.
• Always Learning: we are always learning, with a growth mindset, to reach our full potential.
• Boldly Courageous: we take risks in order to achieve big things.
• Resourceful: We are creative, solution-oriented, and scrappy.

What we offer

• An incredible opportunity to build a mission-driven, rapidly growing startup tech nonprofit
• Competitive salary, full coverage health insurance, benefits, and unlimited time off 
• 401K match
• Annual professional development benefit
• Flexibility to work remotely
• Fun, smart, dynamic, motivated team focused on working together to transform family engagement to serve the families who need it most