Who We Are
MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact.
The Role
We’re looking for a Customer Support Specialist to join MagicSchool on a contract basis through the back-to-school season. In this role, you’ll serve as a frontline problem-solver for the teachers and district administrators who rely on MagicSchool every day—resolving issues with clarity, empathy, and follow-through so educators can stay focused on what matters most. This role serves as an entry to our support specialist contractor pool, which we draw on for as-needed coverage throughout the year.
Responsibilities
- 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.
Experience & Qualifications
- 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.
- 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.
Highly Preferred
- Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink.
- 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.