Talantix.io
Newsela•11.03.26
AI SCORE 8.0

Remote Customer Support Representative - EdTech Focus

$60K–$80K/year
RemoteEdTech
Salesforce•Google Workspace•Slack•Jira•Customer Support•Problem Solving

About the Role

Newsela is looking to hire a Contract Remote Customer Support Representative to join our Customer Experience Department. In this role, you will engage with customers across chat and email, ensuring their satisfaction and enhancing their experience with our EdTech platform. As a Remote Customer Support Representative, you will be the voice of our brand, making a direct impact on customer satisfaction while honing your communication and problem-solving skills.

What You'll Do

  • Handle customer interactions with professionalism and empathy across various platforms.
  • Utilize Salesforce and other internal tools to log, track, and resolve customer cases efficiently.
  • Analyze issues, identify solutions, and ensure customers walk away happy and supported.
  • Collaborate with internal teams to provide clear and concise updates for seamless customer experiences.
  • Engage with technology to enhance customer experiences and support platforms.

Requirements

  • 3+ years of customer support, helpdesk, or related experience.
  • EdTech experience is required.
  • Strong verbal and written communication skills.
  • Ability to troubleshoot and problem-solve effectively.
  • Empathy and a customer-first mindset.
  • Strong time management and multitasking skills.
  • Familiarity with supporting educators and schools or experience in tech support.
  • Experience with Salesforce OneCRM, Google Workspace, Slack, and JIRA.

Nice to Have

  • Prior experience with remote customer support or working across multiple time zones.
  • Experience working for a US-based tech company.
  • Written and verbal English fluency.

What We Offer

  • Flexible working hours within the specified time frame.
  • Opportunity to work in a dynamic EdTech environment.
  • Access to ongoing training and development.
  • Supportive team culture focused on collaboration.
  • Remote work benefits including a flexible schedule.
Language Requirements
EnglishC1
BasicIntermediateAdvancedNative
Why This Job8.0 of 10

This Remote Customer Support Representative role at Newsela offers a unique opportunity to engage with customers in the EdTech sector while working remotely. With a focus on collaboration and communication, this position is ideal for those passionate about education.

Salary Range
Required
0/1
Optional
0/1
Bonus
0/1

Who Will Succeed Here

→

Proficient in Salesforce for managing customer interactions and tracking support tickets, with a strong understanding of its reporting features to analyze customer feedback.

→

Self-motivated and disciplined, thriving in a remote work environment with excellent time management skills to balance multiple customer inquiries across chat and email platforms.

→

Analytical thinker with a proven ability to troubleshoot issues effectively and implement solutions, demonstrating a customer-first mindset that aligns with the values of an EdTech company.

Learning Resources

→Salesforce for Beginnerscourse
→Customer Service Fundamentalscourse
→The Ultimate Guide to Customer Supportarticle

Career Path

Remote Customer Support Representative - EdTech Focus(Now)→Customer Success Specialist(1-2 years)→Customer Support Manager(3-5 years)

Market Overview

Salesforce Market Size 2024
$31.7B
Annual Growth
12.3%
AI Adoption in Customer Support
70%
Investment in EdTech Solutions
+25%
Labour Demand for Salesforce Roles
+18%
Avg Salary for Customer Support in EdTech
$65K

Skills & Requirements

Required
SalesforceGoogle WorkspaceSlack
Growing in Demand
Salesforce Service CloudData AnalysisChatbot Implementation
Declining
ZendeskTraditional Call Center Software

Domain Trends

Increased Automation in Support
By 2025, 80% of customer interactions will be handled by AI, reducing the need for traditional support roles.
Rise of Remote Customer Support
Remote customer support roles have increased by 30% since 2020, driven by the pandemic and the shift towards digital solutions.
Integration of Learning Management Systems
EdTech companies are increasingly integrating LMS with CRM systems like Salesforce, with a reported 40% of companies adopting this strategy by 2025.

Industry News

Loading latest industry news...

Finding relevant articles from the last 6 months

All job postings are automatically gathered by algorithms. We do not review or verify listings, be careful when applying and do not sign-in with iCloud or Google services.