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Summit K12

Customer Support Representative

🇺🇸 Hybrid - Austin, TX 🕑 Full-Time 💰 $26 - $33 per Hour 💻 Customer Support 🗓️ January 21st, 2026
CRM Salesforce

Edtech.com's Summary

Summit K12 is hiring a Customer Support Representative. This role involves serving as the initial contact for customers, assisting district administrators with onboarding teachers and students, troubleshooting product issues, and collaborating with various teams to enhance the customer experience on the Summit K12 platform.

Highlights
  • Provide support via email, phone, and ticket systems to resolve customer inquiries promptly.
  • Assist with onboarding, account setup, and guidance on using Summit K12's online curriculum.
  • Troubleshoot basic technical issues and escalate complex cases appropriately.
  • Document interactions and contribute feedback to improve support services.
  • Collaborate with Sales, Account Management, Professional Development, and Product teams.
  • Required proficiency in verbal and written communication and comfort with phone-based support.
  • Experience with Google Workspace and Salesforce or similar CRM tools preferred.
  • Familiarity with educational environments and student data privacy standards is a plus.
  • Hourly compensation ranges from $26.44 to $32.69.
  • Benefits include medical, dental, vision insurance, disability and life insurance, 401(k), PTO, paid holidays, and wellness programs.

Customer Support Representative Full Description

Job Title
Customer Support Representative
Job ID
27769664
Work Hybrid
Yes
Location
Austin, TX, 78759
Hybrid
Other Location

Description
At Summit K12, we believe that every student can do well in school if instruction is tailored to their unique learning needs and they receive the encouragement to strive and achieve. Our learning programs provide teachers with the ability to differentiate instruction, monitor progress, and support learners in their journey toward success.

From English learners, multilingual students, bilingual students and dual language learners who are struggling to read or write, Summit K12’s online, standards-based supplemental curriculum will close gaps and ensure growth for all students.

The Customer Support Representative serves as the first point of contact for customers seeking assistance. This role works directly with district administrators to proactively onboard teachers and students into the Summit K12 online curriculum. Additionally, the Customer Support Representative is responsible for responding to inbound customer inquiries via email, phone, and ticketing m  system, providing guidance on using the Summit K12 platform, and assisting with routine troubleshooting. 

The ideal candidate is organized, service-oriented, and capable of communicating solutions clearly and professionally over the phone and in writing.

LOCATION & SCHEDULE: 

This role is based out of the Summit K12 office in Austin, Texas, and requires an in-office schedule. Candidates are expected to work full-time in-office for the first 90 days of employment. After 90 days they will be elgiible for a hybrid schedule. During peak business times, candidates may be required to work full-time in-office. 

This role requires an 8-hour shift on weekdays (Monday–Friday), scheduled between 7:00 a.m. and 8:00 p.m. Central Time. The specific shift will be determined at the time of hire.

KEY RESPONSIBILITIES

  1. Provide prompt, clear, and professional support via email, phone, and support tickets.

  2. Assist customers with initial onboarding, account setup, and how-to guidance.

  3. Troubleshoot and resolve basic product issues using internal resources and documentation.

  4. Escalate complex technical issues to the escalations team when necessary, with appropriate context and documentation.

  5. Accurately track and document all customer interactions and issue resolutions in the support system.

  6. Contribute feedback to improve support resources and customer experience.

  7. Collaborate with team members to ensure comprehensive and consistent support coverage.

  8. Collaborate with Sales, Account Management, Professional Development and Product teams to ensure a seamless transition from purchase to product usage.

BASIC QUALIFICATIONS

  1. Strong verbal and written communication skills

  2. Comfortable providing phone-based support

  3. Proven attention to detail

  4. Able to manage periods of high-volume workload

ADVANCED QUALIFICATIONS

  1. 1+ years experience in a customer support, helpdesk, or call center environment

  2. Familiarity with educational environments or school district systems is a plus

  3. Experience with Google Workspace

  4. Experience with Salesforce or similar CRM

  5. Familiarity with student data privacy standards and secure data handling

ADDITIONAL INFORMATION:

Equipment: This position requires reliable home internet that can support video calls on Google Meet and Zoom and a quiet, professional place.

COMPENSATION & BENEFITS:

Hourly Rate: $26.44 - $32.69 hour

At Summit K12, we are committed to pay transparency and equitable compensation practices. The posted salary range reflects the scope of the role and current market benchmarks. Final compensation will be based on a variety of factors, including, but not limited to, your experience, skills, and qualifications. All offers are made with consideration for the individual candidate’s background and the needs of the role.

We also offer a comprehensive benefits package. Highlights include:

  • Medical, dental, and vision insurance with multiple plan options
  • Company-paid short-term disability, long-term disability, and life insurance
  • 401(k) retirement plan
  • Paid Time Off (PTO) program
  • 10 paid holidays plus 1 floating holiday annually
  • Wellness resources and support programs

Summit K12 is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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