Support Specialist (Temporary)

TalkingPoints

2d • Remote

About The Position

TalkingPoints is an award-winning education technology nonprofit dedicated to unlocking every student’s potential by fostering strong partnerships between families and schools. Our platform facilitates accessible, two-way communication in over 150 languages, empowering educators and families to improve student outcomes. We are seeking passionate, mission-driven individuals to join our growing team and help schools and families succeed together. Learn more at www.talkingpts.org.

Requirements

• Enjoy solving problems, investigating issues, and understanding root causes.
• Highly detail-oriented and comfortable working with sensitive information where accuracy is critical.
• Extremely strong written communication skills, capable of clearly explaining technical or operational concepts to diverse audiences.
• Skilled at recognizing patterns, identifying recurring issues, and surfacing trends.
• Approach support work with empathy, professionalism, curiosity, and sound judgment.
• Comfortable learning new systems and tools, including customer support platforms, internal tooling, and data-related workflows.
• Deep care for creating positive outcomes for educators and families, motivated by TalkingPoints’ mission.
• Must have or be willing to undergo a background check required for working with student data.

Nice To Haves

• Experience using customer support software and ticketing systems.
• Familiarity with K-12 education systems, student information systems (SIS), or school/district operations.
• Experience troubleshooting issues involving user accounts, data validation, integrations, or system inconsistencies.
• Experience supporting users with varying levels of technical proficiency, including non-technical or lower-tech-literacy audiences.

Responsibilities

• Serve as the first point of contact for complex partner issues across chat and email support channels, troubleshooting and resolving issues with accuracy, empathy, and strong written communication.
• Investigate technical and operational issues by reviewing account details, validating data, reproducing bugs, identifying patterns, and documenting findings for escalation to internal stakeholders across Product, Engineering, and Partner Success.
• Support educators, families, schools, and district administrators with varying levels of technical proficiency, adapting communication styles to meet the needs of each audience.
• Maintain high attention to detail while working with sensitive student and account-related information, including validating account access and troubleshooting communication, pairing, or SIS-related data issues.
• Identify recurring themes, product friction points, and systemic issues across support conversations to help improve the customer experience and internal operations.
• Partner closely with teammates during the fast-paced Back-to-School season by sharing knowledge, communicating proactively, and supporting team-wide operational goals.

Benefits

• 401K match
• Flexibility to work remotely
• Fun, smart, dynamic, motivated team focused on working together to transform family engagement to serve the families who need it most

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed