Associate Customer Support Analyst, Teachers Pay Teachers (TPT)

Customer Support Representative

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.

This position requires you to be in our Raleigh, NC, area office. Your schedule will be 40 hours per week and will include weekdays plus one weekend day (one of the following):

• 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!

About IXL Learning

IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example:

• 1 in 4 students in the United States uses IXL.com
• Rosetta Stone provides an immersive learning experience for 25 languages
• Wyzant is the nation's largest community of tutors, covering 300+ subjects
• Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources

Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team.

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an equal opportunity employer and does not discriminate against applicants and employees based on any legally protected category.