Customer Support Specialist – Contractor

MagicSchool AI

Customer Support Specialist assisting teachers with challenges on the MagicSchool platform. Responsible for support interactions, troubleshooting, and maintaining documentation.

Posted 6/4/2026contractRemote • 🇺🇸 United StatesMid-LevelSenior💰 $35 - $45 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical supportSSOLTIrosteringEdTech integrationscase managementworkflow trackingcustomer supportSaaS

Soft Skills

customer servicewritten communicationproblem-solvingadaptabilitycollaborationreliabilityquality-focused mindsettime managementpressure managementteam culture