New York
51-200 employees
Zearn is the nonprofit educational organization behind Zearn Math, the top-rated math learning platform used by 1 in 4 elementary students nationwide.

Customer Support Analyst

Customer Support Analyst

This job is no longer open

Who We Are:

Zearn is the nonprofit educational organization behind Zearn Math, the top-rated math learning platform used by 1-in-4 elementary students nationwide. Zearn Math supports teachers with research-backed curriculum and digital lessons proven to double the learning gains of a typical year of instruction. Zearn Math instructional materials - including 400+ hours of digital math learning - are free for teachers and families. Zearn also offers school- and district-wide licenses and professional development to support implementation. Everything Zearn does is driven by the belief that every kid can be a math kid.

Learn more about us at https://about.zearn.org/.

As a Customer Support Analyst, you will deliver exceptional customer service to help teachers, coaches, school, principals, and district administrators adopt and use Zearn Math. If you thrive in a dynamic environment, pick up new technology quickly, love learning how things work, and are an effective communicator then we’d love to meet you. This is a unique opportunity to play a critical role in a fast-growing and widely loved organization - that is dedicated to ensuring all children love learning math.

What This Role Will Do:

  • Provide support to over 250,000 educators
  • Develop deep expertise in the Zearn Approach to Teaching and Learning, and apply that expertise to support customers with using our curriculum, classroom model and professional development
  • Act as the voice of Zearn in customer conversations across email interactions, authoring guidance that is clear, compelling, and helps educators use Zearn Math
  • Use data to inform proactive guidance provided to customers, finding a way in every interaction to provide extra support and help based on a customer’s specific situation
  • Work with Engineering counterparts to identify, replicate and report product bugs, issues, and outages
  • You're a great listener, you work to deeply understand other people's perspectives, and you actively think about how you can help them achieve their goals
  • Respond to 10+ support tickets per hour answering technical, account, and product related questions

What You’ll Bring to the Role:

  • Bachelor’s Degree required
  • 1+ years of customer support experience
  • Excellent written communication, organization skills, and attention to detail
  • The ability to speak and write Spanish is preferred but not required
  • A true passion for helping people and creating positive customer service experiences
  • Commitment to Zearn’s mission of ensuring that all students learn and love math
  • Desire to join an entrepreneurial, fast-paced environment at a high-growth organization


This role is remote, but you may be asked to travel to our New York City office periodically for team building when it reopens.

Compensation & Benefits:

We offer a competitive benefits package, including comprehensive medical, dental and vision plans, short- and long-term disability, life insurance, 401K matching, parental leave, and a generous PTO policy.

To Apply: https://apply.workable.com/j/CCF57686D1

Zearn is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

This job is no longer open
Logos/outerjoin logo full

Outer Join is the premier job board for remote jobs in data science, analytics, and engineering.