Edtech.com's Summary

Clever is hiring a Customer Support Representative [Contract]. The role involves independently managing and prioritizing a high volume of customer support requests through phone and email, communicating with District Administrators and Application Partners to resolve issues as clients prepare for the new school year. The representative will utilize problem-solving skills to troubleshoot system features and contribute to product documentation. The position is a contract opportunity starting in May or June and concluding in September 2025.

Highlights

Manage up to 40+ phone and email cases daily.
Communicate directly with District Administrators and Application Partners.
Utilize analytical and problem-solving skills.
Experience in customer-facing roles is required.
Knowledge of tools like Salesforce and Slack is beneficial.
Hourly compensation of $25 or $28 based on location.
Contract duration from May/June to September 2025.
Overtime available from mid-August to mid-September.

Customer Support Representative Full Description

Clever is on a mission to connect every student, worldwide, to a world of learning. With our identity platform for education, we serve 77% of U.S. schools and over 1 million K12 students internationally. As a trusted partner for schools and educators, we provide secure, seamless access to digital learning tools that empower students everywhere. Clever, a Kahoot! Company, is headquartered in San Francisco, CA, but our impact extends far beyond. Learn more about us at www.clever.com.

We are looking for Customer Support Representatives to help us deliver outstanding customer experience for our school district and application partners through fast, friendly, and personalized technical support. If you're eager to engage with customers through email and phone, expand your knowledge of the EdTech industry and Clever’s product, and tackle technical challenges with creativity, this role offers a fantastic opportunity—while helping connect every student to a world of learning.

We have a highly collaborative and supportive team. We have a robust 3-week onboarding program and then you’ll be in our Quality Assurance program for ongoing development. We want to make you successful and have structures in place to support you!

This is a contract opportunity that begins on May 19 or June 16 and concludes on September 26, 2025

A DAY IN THE LIFE:

Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day).
Communicate with District Administrators and our Application Partners to resolve product-related issues as our customers are getting their Clever accounts ready for the new school year.
Utilize analytical and problem solving skills to investigate, test, and troubleshoot system features.
Navigate and contribute to internal and external product documentation.
Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed.

Interested to learn more? Check out our blog post on A Day in the Life at Clever for a Customer Support Representative

WHAT WE’RE LOOKING FOR:

Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e. priority levels, deadline) and risk.
Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals..
Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings.
Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution.
Technical Prowess: you pick up new technology quickly and love learning how things work.
Team player: you are passionate about uplifting and collaborating with others to ensure the team and customers are successful.
Interest in education: you believe in Clever’s mission of connecting every student to a world of learning.
Bonus:
- Experience handling issues related to data imports and integrations
- Experience working with Single Sign On (SSO) or have a basic understanding of SSO
- Experience working with or in K-12 schools or districts
- Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc
Ability to work during one of the following shifts (Monday - Friday):
- 7am - 3:30pm ET
- 9am - 5:30pm ET
- 7am - 3:30pm PT
- 9am - 5:30pm PT
Ability to work overtime: from mid-August through mid-September, 2-4 hours of overtime a day is anticipated (overtime paid at 1.5x hourly rate).
Commitment to equity and belonging: Clever believes that the classrooms we serve and our company’s halls should be spaces that are diverse, equitable and inclusive. We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone.

SALARY TRANSPARENCY:

Compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is $25 per hour. For candidates living in NYC and San Francisco, CA is $28 per hour.

Clever does not conduct interviews via text or Telegram. We will never ask for your financial information or reimbursement of equipment of any kind. If you receive any communications regarding employment with Clever that you think might be a scam, please email security@clever.com.

If you are a resident of Colorado, please note you have the right to redact your age-related information like age, birth date, or dates of schooling.

Original Job Description

A DAY IN THE LIFE:

Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day).
Communicate with District Administrators and our Application Partners to resolve product-related issues as our customers are getting their Clever accounts ready for the new school year.
Utilize analytical and problem solving skills to investigate, test, and troubleshoot system features.
Navigate and contribute to internal and external product documentation.
Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed.

Interested to learn more? Check out our blog post on A Day in the Life at Clever for a Customer Support Representative

WHAT WE’RE LOOKING FOR:

Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e. priority levels, deadline) and risk.
Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals..
Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings.
Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution.
Technical Prowess: you pick up new technology quickly and love learning how things work.
Team player: you are passionate about uplifting and collaborating with others to ensure the team and customers are successful.
Interest in education: you believe in Clever’s mission of connecting every student to a world of learning.
Bonus:
- Experience handling issues related to data imports and integrations
- Experience working with Single Sign On (SSO) or have a basic understanding of SSO
- Experience working with or in K-12 schools or districts
- Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc
Ability to work during one of the following shifts (Monday - Friday):
- 7am - 3:30pm ET
- 9am - 5:30pm ET
- 7am - 3:30pm PT
- 9am - 5:30pm PT
Ability to work overtime: from mid-August through mid-September, 2-4 hours of overtime a day is anticipated (overtime paid at 1.5x hourly rate).
Commitment to equity and belonging: Clever believes that the classrooms we serve and our company’s halls should be spaces that are diverse, equitable and inclusive. We seek opportunities and celebrate actions that further allow us to build diverse teams, include every voice, and create a safe space for everyone.

SALARY TRANSPARENCY:

Compensation for this role for candidates living in the United States, besides NYC and San Francisco, CA, is $25 per hour. For candidates living in NYC and San Francisco, CA is $28 per hour.

If you are a resident of Colorado, please note you have the right to redact your age-related information like age, birth date, or dates of schooling.

Let me find your next job.

Thanks - you're signed up.

Customer Support Representative

Edtech.com's Summary

Customer Support Representative Full Description

Technical Onboarding Specialist [Contract]

Sr. Technical Operations Support Specialist

Customer Service Advisor

Customer Engagement Manager

Product Support Agent