Edtech.com's Summary

MagicSchool is hiring a Customer Solutions Specialist to provide frontline support for its AI platform used by millions of teachers worldwide. The role involves resolving customer issues, developing product expertise, creating support documentation, and collaborating across teams to enhance user experience and internal processes.

Highlights

Provide timely, high-quality customer support via Intercom, email, and other channels.
Develop deep product knowledge to triage and solve technical and platform-related inquiries.
Create and maintain help center content including FAQs and troubleshooting guides.
Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams.
Assist in training colleagues and refining AI-powered support systems.
Identify customer inquiry trends and suggest product or process improvements.
Requires 2+ years of customer support experience in technology with excellent communication skills.
Preferred experience includes familiarity with EdTech, AI tools, and support content creation.
Compensation includes employer-paid health insurance options, stock options vested over 4 years, 401k match, and a wellness stipend.
Works with a diverse, mission-driven team focused on innovation and equity in education.

Customer Solutions Specialist Full Description

WHO WE ARE:
MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 5.5 million teachers from all over the world have joined our platform. Join a top team at a fast growing company that is working towards real social impact. Make an account and try us out at our website and connect with our passionate community on our Wall of Love.

Customer Solutions Specialist

Role Overview

As a Customer Solutions Specialist, you will serve as the frontline support for MagicSchool AI’s growing user base. You’ll combine strong communication skills with deep product knowledge to help our customers resolve issues, learn the platform, and get the most out of their experience. You will triage customer inquiries, create helpful documentation, and work cross-functionally to ensure customer needs are understood across the company. This is an entry-level opportunity for a highly motivated support professional looking to grow their career in a mission-driven, fast-paced startup environment.

Responsibilities

Provide timely, high-quality support to customers across multiple channels (Intercom, email, and others as we scale).
Become a product expert to effectively triage and resolve customer questions, technical issues, and platform feedback.
Create, update, and maintain help center content, including FAQs, troubleshooting guides, and knowledge base articles for new product features.
Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to stay informed on product updates, roadmap changes, and internal support needs.
Act as an internal knowledge resource, helping train colleagues and answer internal support questions.
Assist in training and refining AI-powered customer support systems to ensure accurate, efficient responses.
Identify patterns in customer inquiries and proactively suggest improvements to product, documentation, and processes.

Qualifications

Required:

2+ years of experience in a customer support or customer solutions role at a technology company.
Excellent written and verbal communication skills.
Strong problem-solving abilities and customer-first mindset.
Ability to learn and retain deep product knowledge quickly.
Comfortable working in a fast-paced, dynamic startup environment.

Nice to Have:

Experience or familiarity with the EdTech sector.
Exposure to AI-powered tools or platforms.
Experience contributing to help centers, knowledge bases, or support content.

Application Notice:

Notice: Priority Deadline and Review Start Date

Please note that applications for this position will be accepted until 6/22/25 - applications received after this date will be reviewed on an intermittent basis. While we encourage early submissions, all applications received by the priority deadline will receive equal consideration. Thank you for your interest, and we look forward to reviewing your application.

Why Join Us?

Work on cutting-edge AI technology that directly impacts educators and students.
Join a mission-driven team passionate about making education more efficient and equitable.
Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
Every employee is offered generous stock options, vested over 4 years.
Plus a 401k match & monthly wellness stipend

Our Values:

Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.

Original Job Description

Customer Solutions Specialist

Role Overview

Responsibilities

Provide timely, high-quality support to customers across multiple channels (Intercom, email, and others as we scale).
Become a product expert to effectively triage and resolve customer questions, technical issues, and platform feedback.
Create, update, and maintain help center content, including FAQs, troubleshooting guides, and knowledge base articles for new product features.
Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to stay informed on product updates, roadmap changes, and internal support needs.
Act as an internal knowledge resource, helping train colleagues and answer internal support questions.
Assist in training and refining AI-powered customer support systems to ensure accurate, efficient responses.
Identify patterns in customer inquiries and proactively suggest improvements to product, documentation, and processes.

Qualifications

Required:

2+ years of experience in a customer support or customer solutions role at a technology company.
Excellent written and verbal communication skills.
Strong problem-solving abilities and customer-first mindset.
Ability to learn and retain deep product knowledge quickly.
Comfortable working in a fast-paced, dynamic startup environment.

Nice to Have:

Experience or familiarity with the EdTech sector.
Exposure to AI-powered tools or platforms.
Experience contributing to help centers, knowledge bases, or support content.

Application Notice:

Notice: Priority Deadline and Review Start Date

Why Join Us?

Work on cutting-edge AI technology that directly impacts educators and students.
Join a mission-driven team passionate about making education more efficient and equitable.
Flexibility of working from home, while fostering a unique culture built on relationships, trust, communication, and collaboration with our team - no matter where they live.
Unlimited time off to empower our employees to manage their work-life balance. We work hard for our teachers and users, and encourage our employees to rest and take the time they need.
Choice of employer-paid health insurance plans so that you can take care of yourself and your family. Dental and vision are also offered at very low premiums.
Every employee is offered generous stock options, vested over 4 years.
Plus a 401k match & monthly wellness stipend

Our Values:

Educators are Magic: Educators are the most important ingredient in the educational process - they are the magic, not the AI. Trust them, empower them, and put them at the center of leading change in service of students and families.
Joy and Magic: Bring joy and magic into every learning experience - push the boundaries of what’s possible with AI.
Community: Foster community that supports one another during a time of rapid technological change. Listen to them and serve their needs.
Innovation: The education system is outdated and in need of innovation and change - AI is an opportunity to bring equity, access, and serve the individual needs of students better than we ever have before.
Responsibility: Put responsibility and safety at the forefront of the technological change that AI is bringing to education.
Diversity: Diversity of thought, perspectives, and backgrounds helps us serve the wide audience of educators and students around the world.
Excellence: Educators and students deserve the best - and we strive for the highest quality in everything we do.

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