Partner Product Support - Seasonal



Product, Customer Service
Posted on Tuesday, July 9, 2024

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. COVID-19 remote learning environment has made our mission ever more urgent and important. We’re 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 U.S. 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.

We're at a critical inflection point in the organization's growth, our user base has grown exponentially in the past year while our team doubled and will double again over the next year. 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. Learn more.

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

The opportunity

As Partner Product Support, you will report to the Manager of Support and have the opportunity to help educators and families on the TalkingPoints platform. This will include assisting users with different levels of technical proficiency in troubleshooting, navigating the app, and account setup. Additionally, you will be tasked with identifying issues within the app and flagging them to their respective stakeholders. This is a part-time seasonal role with a start time of 10 am PT and approximately 25-29 hours weekly. This role will be open from July to mid-October to assist during our peak season and the hourly rate is $25-$25. 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)

Who you are

  • You have a thorough attention to detail required to identify and help solve user problems.
  • 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 an efficient worker who looks for opportunities for improvement.
  • 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 use 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 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
  • 401K match
  • 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