Customer Support Specialist (Contractor)

MagicSchool AI•,

4d•$35 - $45•Remote

About The Position

MagicSchool is seeking a Customer Support Specialist on a contract basis through the back-to-school season. This seasonal role involves supporting MagicSchool’s back-to-school surge by serving as a frontline problem-solver for teachers and district administrators. The specialist will resolve issues with clarity, empathy, and follow-through, enabling educators to focus on their primary tasks. This position also acts as an entry point into MagicSchool's support specialist contractor pool for ongoing, as-needed coverage.

Requirements

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

Nice To Haves

Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink.
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.

Responsibilities

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.