Part-Time: Customer Support Specialist

Part-Time: Customer Support Specialist Opportunity Education is seeking a part-time Customer Support Specialist to support educators, schools, and administrators using Feedback Forward , an app for daily exit tickets. The Customer Support Specialist will help educators and schools get the most from Feedback Forward by providing responsive support, troubleshooting technical issues, and strengthening the resources and processes that enable successful product adoption. We are looking for someone who understands schools firsthand. The ideal candidate is a former teacher, educator, instructional technology specialist, or other school-based professional who is highly comfortable with technology and can understand both the technical problem a teacher is experiencing and the classroom realities that shape how the product is used. This role is up to 30 hours per week and is fully remote, with preference for candidates based in Denver. There is an opportunity for this position to grow into full-time employment. Responsibilities The Customer Support Specialist is responsible for the following activities and outcomes: Serve as a primary point of contact for teachers, school administrators, and other Feedback Forward users, providing timely product and technical support primarily through email and calls when needed. Troubleshoot product issues with an understanding of both the technical problem and the classroom context in which it occurs. Create, manage, and continuously improve customer support processes within OE’s support ticketing platform, including prioritization, documentation, follow-up, and escalation. Support schools and administrators with integrations, rostering, account access, and data synchronization across platforms such as Clever, Google, and student information systems (SIS). Share product updates and release announcements with customers, clearly communicating new features, improvements, and changes relevant to educators. Develop onboarding, technical setup, and self-service resources, including Help Center articles, best-practice guides, and short instructional videos. Identify recurring questions, issues, and customer feedback to improve support processes and surface actionable insights and product opportunities to the product team. Work closely with product and engineering to reproduce, document, escalate, and resolve technical issues. Develop deep expertise in Feedback Forward and independently manage support responsibilities with timely, high-quality communication. Personal Characteristics The Opportunity Education team is distributed across various US and overseas locations. To work effectively, the Customer Support Specialist should display the following characteristics: Strong empathy for teachers and an understanding of classroom realities Clear, effective written and verbal communication skills Ability to explain technical concepts simply and practically Strong organization, attention to detail, and follow-through Ability to work independently, prioritize effectively, and know when to collaborate or escalate A service-oriented mindset focused on helping educators succeed Curiosity about how educators use technology and how to make it work better for them Qualifications 3+ years of experience in K–12 education, educational technology, customer support, instructional technology, or a related field Direct experience working in schools or closely supporting teachers and school staff; classroom teaching experience strongly preferred Strong familiarity with school technology, including Google Classroom, Clever, SIS, SSO, and rostering tools Experience troubleshooting account access, rostering, synchronization, integrations, and related technical issues Excellent writing and communication skills for both customer support and self-service resources Ability to work effectively in a remote, collaborative team environment Preferred: Former classroom teacher, instructional coach, or school technology specialist Experience supporting an education technology product Experience with customer support ticketing platforms and school/district implementations Experience creating Help Center articles, instructional videos, or other support resources Based in or near the Denver area To apply or for more information about the role, contact us at [email protected].