Customer Support Representative

| Greater NYC Area | Remote
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The Role: 

At Newsela, Customer Support Representatives (CSRs) are the face of the company and the voice of the customer. In this role, you will execute both of these critical functions by being the frontline support for end-users, helping them to navigate Newsela.com, clearing confusion on site tasks, and alleviating frustration for user pain points. You’ll also lead the charge in collecting information and trends from the user experience, and using it to influence product, implementation, and integrations. You’ll use a state of the art customer relationship management tool that enables you to document the customer’s interaction and follow the journey from start to finish, no matter the issue/question type, timeframe, or contact preference. Reporting to the Manager of Customer Support, you’ll adopt a customer-first attitude as a Newsela frontline product expert and advocate for providing best-in-class support in all of our internal process and tools adoption.

Why You’ll Love This Role:

As part of our Customer Support team, you’ll have a front seat view into the direct impact the level of engagement Newsela products create in classrooms. You will speak with real-world educators from all over the United States who are passionate about their student’s learning abilities and who are empowered by the guidance provided by YOU on each and every contact. In addition to the fulfillment of having direct and immediate impact on classrooms all over the country, you will appreciate the continuous and encouraged professional learning and development opportunities and the culture of inclusion and belonging made priority and supported by things such as Newsela’s  Inclusion Council, Affinity Groups, and programs that reduce bias in recruiting and onboarding. 

Why We’ll Love You: 

You have two years of experience in a customer support function, with demonstrated success in meeting or exceeding general support KPI targets and goals, ensuring best-in-class experience is delivered during customer interactions. You’re able to easily isolate issues and provide technical or navigational guidance to customers to achieve resolution. You are excited to learn about edtech platforms and how they work with Newsela products to best support Newsela users and provide the most fluent user experience possible, and are passionate about contributing to the impact of learners. Your ability to have the right balance of empathy with customers while exuding urgency in resolving their issue will speak volumes to the overall mission of Customer Support and Newsela as a company. You will not shy away from complex technical issues. Instead you will challenge yourself to locate an answer, and challenge your peers, teammates. and leadership to consider product or process improvements as the voice of the customer. On top of your Customer Support experience, you’re punctual, accountable, a quick learner, and detail oriented. 

About Newsela:

One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child may have unique learning preferences, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels -- from +100 of the best sources -- that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve established a presence in 90% of U.S. K-12 schools and over 2.5M teachers and 37M students have registered with Newsela.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

New York, NY
"My Code Represents Real People": At Newsela, Social Impact and Innovation Meet
Watch

An Insider's view of Newsela

What’s the vibe like in the office?

Amazing. Newsela is a trusting and responsible environment where we have control to get our work done when and where is best for us.

Vanessa

Lead Web Application Developer

What's the biggest problem your team is solving?

My team works with school leaders and teachers to create innovative applications of Newsela's content to support our mission of "meaningful classroom learning for every student." Our goal is to engage and empower educators with tools to enhance their students' learning.

JJ

Community Manager

How has your career grown since starting at the company?

I've grown leaps and bounds at Newsela! I initially started out as an enterprise sales development representative and went through a mentorship program to transition to the customer success management team! I cannot measure the amount of growth I've experienced the past few years.

Emma

Customer Success Manager

What’s the vibe like in the office?

The Newsela office is a collaborative workspace. The office is designed to reflect the clients we serve. We love to keep our mission of "meaningful classroom learning for every student" top of mind.

Ariel

Senior Sales Development Representative

What are Newsela Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Newsela offers the opportunity to join various affinity groups operated by members of each community to help facilitate an inclusive and diverse workplace where all people are valued.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
In addition to weekly virtual wellness events (guided meditation, yoga, etc.), we offer virtual group discussion sessions with a licensed therapist to help navigate a variety of topics and challenges.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Every year we bring Newsela's youngsters to our offices for our Take Your Child to Newsela Day. It's one of our favorite days of the year, filled with crafts, story time, workshops, and even yoga!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free daily breakfast. Employees can select from our cereal bar, yogurts, oatmeal, fruit, granola bars and unlimited cold brew on tap!
Game Room
Our teams love to take time to challenge each other to a game of ping pong or pool throughout the day, and maybe even a ping pong tournament every now and then.
Stocked Kitchen
Newsela has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored seltzer you can handle. You might even be able to catch a Top Chef competition every now and then.
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
All remote employees receive a monthly tech allowance to put towards making their home office setup the best it can be.
Professional Development Benefits
Job Training & Conferences
All employees receive an annual stipend to put towards professional development or learning courses and resources. We also hold bi-monthly manager training sessions.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer an annual stipend to encourage all employees to keep learning!
Time allotted for learning
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