Product Operations Support Specialist

We're looking for a Product Operations Support Specialist to help support the tools and systems for teaching and learning across our schools. Will provide second-level support and coordination across our curriculum and education technology stack — including our Learning Management Systems, Clever, Student Information Systems, supplemental curriculum tools, and internal proprietary platforms — picking up tickets after our helpdesk has completed initial triage and troubleshooting. This role is a great fit for someone who's organized, communicates clearly, enjoys solving problems, and wants to grow their skills in ed-tech operations.

Responsibilities

Second-Level Support

• Pick up escalated Zendesk tickets from our helpdesk after initial triage, and investigate and resolve issues related to curriculum tools, Learning Management Systems, Clever, Student Information Systems, and internal systems
• Escalate more complex or unresolved issues to the appropriate team member or vendor, and track them through to resolution
• Serve as a knowledgeable resource for helpdesk when they need guidance on supported tools

Vendor Coordination

• Organize and maintain vendor communications, including tracking open issues and follow-ups
• Schedule and manage vendor meetings, including preparing and distributing agendas
• Help coordinate vendor onboarding and routine check-ins

Documentation

• Create and maintain clear, up-to-date documentation for supported tools, processes and comment issue resolutions (help articles, SOPs, FAQs)
• Keep internal knowledge base current as tools, processes, or vendor relationships change

Training Support

• Support the training team with logistics, materials, and scheduling for tool rollouts and ongoing training
• Help identify recurring support issues that point to a training gap

Cross-Functional Support

• Provide second-level, escalated support across Curriculum, Learning Management Systems, Clever, Student Information Systems, and internal proprietary technologies when issues fall outside a single system or require coordination across teams
• Partner with the Product Operations Manager and broader Product Operations team on process improvements

Qualifications

• 1–3 years of professional experience, ideally in a support, operations, or coordination role
• Experience working in K-12 education
• Strong written and verbal communication skills
• Highly organized, with the ability to juggle multiple tools, tickets, and vendor relationships at once
• Comfortable learning new software tools and systems quickly
• Experience with a ticketing system (Zendesk and Jira preferred)
• Ability to work independently in a fully remote environment

Preferred

• College degree
• Familiarity with Learning Management Systems, Student Information Systems, or Clever
• Experience supporting or coordinating vendor relationships
• Experience creating end-user documentation or training materials

Compensation and Benefits: The compensation and benefits information below is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The annual starting salary for this position is between $50,000 – $55,000 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

We offer the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, 10 paid holidays annually.

Paid Time Off: Paid Time Off to cover sick, vacation, and personal absences.

We offer 4 unique health insurance plans to choose from that cover a wide range of deductibles and co- insurance levels. Our goal is to provide you with maximum choice in finding a plan that meets you and your family’s needs. Employees can choose from co-pay or High Deductible Health Plans.

EQUAL EMPLOYMENT OPPORTUNITY

It is our policy to abide by all federal, state and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status, veteran status (including protected veterans), marital status, registered domestic partner or civil union status, familial status, gender (including sex stereotyping and gender identity or expression), medical condition, genetic information, sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.

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