Product Operations Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver second-level assistance for escalated Zendesk tickets following helpdesk triage.

• Analyze and resolve issues related to curriculum tools, Learning Management Systems, Clever, Student Information Systems, and internal systems.

• Escalate intricate or unresolved issues and monitor them until resolution.

• Act as a knowledgeable resource for the helpdesk team.

• Coordinate vendor communications, open issues, and follow-up actions.

• Schedule and manage vendor meetings, agendas, onboarding processes, and routine check-ins.

• Develop and maintain documentation, help articles, SOPs, FAQs, and content for the internal knowledge base.

• Assist with training logistics, materials, scheduling, and tool rollouts.

• Identify recurring support issues that suggest training gaps.

• Provide cross-functional escalated support and facilitate coordination among teams.

• Collaborate with the Product Operations Manager and Product Operations team to enhance processes.

⛳️ Requirements

• 1–3 years of professional experience, preferably in a support, operations, or coordination capacity.

• Experience in K-12 education settings.

• Excellent written and verbal communication skills.

• Highly organized, capable of managing multiple tools, tickets, and vendor relationships simultaneously.

• Quick learner of new software tools and systems.

• Familiarity with a ticketing system; experience with Zendesk and Jira is preferred.

• Ability to operate independently within a fully remote work environment.

• College degree is preferred.

• Knowledge of Learning Management Systems, Student Information Systems, or Clever is preferred.

• Experience in supporting or coordinating vendor relationships is preferred.

• Background in creating end-user documentation or training materials is preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Life insurance.

• Long-term disability insurance.

• Short-term disability insurance.

• 10 paid holidays annually.

• Paid Time Off for sick, vacation, and personal absences.

• Four health insurance plans with various deductibles and co-insurance levels.

• Choice between co-pay or High Deductible Health Plans.