Customer Support Specialist – Contractor

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MagicSchool AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

📚 Education

🤖 Artificial Intelligence

💰 $2.4M Pre Seed Round on 2023-08

Education • Artificial Intelligence

MagicSchool AI is a leading artificial intelligence platform tailored for the education sector. It offers over 70 AI tools that assist educators in lesson planning, writing assessments, and communicating effectively. The platform is embraced by over 4 million educators worldwide and integrates with learning management systems like Google Classroom and Microsoft Word. MagicSchool AI emphasizes responsible AI use, supporting both educators and students in building AI literacy while ensuring privacy and compliance with regulations. The platform offers a wide range of resources to enhance learning experiences, save educators time, and promote AI literacy, making it a valuable tool for modern education needs.

📋 Description

• Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks. • Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up. • Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation. • Identify and surface patterns in recurring issues to team leads. • Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration.

🎯 Requirements

• Prior experience as a K–12 classroom teacher, with strong familiarity with educator and district workflows. • Exceptional customer service skills with demonstrated ability to deliver professional support via email and chat channels with demonstrated ability to manage multiple priorities and maintain quality under pressure. • Exceptional written communication skills and the ability to translate technical concepts into clear, user-friendly language. • Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving. • Ability to quickly learn complex systems and troubleshoot independently using available resources. • Adaptable and resilient with strong collaboration skills and commitment to fostering a supportive team culture. • Highly preferred: Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink. Candidates with this background are eligible for the higher end of the pay range. • Prior experience using MagicSchool in a school or classroom setting. • Experience supporting customers in a SaaS environment. • Familiarity with Intercom or similar ticketing systems for case management and workflow tracking.

🏖️ Benefits

• Unlimited time off to empower our employees to manage their work-life balance. • Choice of employer-paid health insurance plans so that you can take care of yourself and your family. • Dental and vision are also offered at very low premiums. • Every employee is offered generous stock options, vested over 4 years. • 401k match & monthly wellness stipend.