Edtech.com's Summary

Joyful Reading Company is hiring a Support and Implementation Associate to give the school and library clients of its Beanstack and Comics Plus platforms fast, friendly technical help. The role resolves support tickets, helps set up and onboard new client sites, and troubleshoots login and sync problems. It reports to the Product Support Team Lead within the company’s Client Experience organization.

Highlights

Manage inbound technical inquiries through the HubSpot helpdesk and email, using and refining canned snippets and macros to resolve issues quickly on first contact.
Guide clients to self-service articles and video tutorials, and flag missing, outdated, or unclear documentation for revision.
Support site provisioning and onboarding for new Beanstack schools and Comics Plus school and library partners, working alongside Client Success Managers.
Assist with CSV data uploads, Clever and ClassLink sync checks, and single sign-on configurations during client setup.
Diagnose login problems, authentication mismatches, reader logging discrepancies, and badge sync errors.
Reproduce reported platform bugs with clear steps before escalating to senior support or engineering, and document troubleshooting steps and workarounds in internal resources.
Join the 11:00 AM daily support standup to flag blockers, high-impact bugs, and coverage needs, and coordinate with Client Success Managers when technical issues threaten client renewals.
1-2 years of experience in SaaS customer support, EdTech helpdesk, or technical customer service, including hands-on use of helpdesk platforms such as HubSpot Service Hub or Zendesk.
Working knowledge of K-12 rostering and authentication concepts such as Clever, ClassLink, Google SSO, and CSV formatting.
Strong written communication and organizational skills to explain technical steps simply to educators and librarians and to manage active ticket queues during peak seasonal volumes.

Support and Implementation Associate Full Description

About the Role

The Product Support Associate is an entry-to-mid individual contributor role dedicated to delivering responsive, empathetic technical support and smooth onboarding for Joyful Reading Co.’s school and library partners across both Beanstack and Comics Plus. You serve as our frontline resolution expert, ensuring educators, librarians, and readers get fast, accurate answers so they can focus on reading.

Reporting directly to the Product Support Team Lead within the unified Client Experience organization, you balance hands-on ticket triage, queue resolution, and backend site setup with a continuous improvement mindset, spotting ticket patterns, updating knowledge base articles, and creating snippets to eliminate repetitive issues.

Key Responsibilities

1. Frontline Technical Support & Ticket Resolution

First Line of Defense: Manage inbound technical inquiries across helpdesk (HubSpot) and email channels with speed, clarity, and empathy.
Snippet & Macro Adoption: Actively use and refine canned snippets and macros to drive rapid first-contact resolution while personalizing client communication.
Self-Service Enablement: Guide clients toward self-service articles and video tutorials; flag missing, outdated, or unclear documentation for immediate revision.

2. Implementation Support & Data Configuration

Client Onboarding Setup: Support technical site provisioning and onboarding tasks for new Beanstack schools and Comics Plus school/library partners in coordination with Client Success Managers.
Rostering & SSO Verification: Assist with CSV data uploads, Clever and ClassLink sync checks, and single sign-on (SSO) configurations.
Workflow Feedback: Surface repetitive setup friction points to team leadership to streamline onboarding operations.

3. Troubleshooting & Bug QA

Root-Cause Investigation: Diagnose user login issues, authentication mismatches, reader logging discrepancies, and badge sync errors.
Bug Verification: Accurately replicate reported platform bugs with clear reproduction steps before escalating to senior support or engineering.
Internal Knowledge Base: Document troubleshooting steps and resolution workarounds in internal team resources.

4. Daily Standups & Team Rhythms

Daily Standup Participation: Actively engage in the 11:00 AM daily support standup led by the Team Lead, flagging immediate blockers, high-impact bugs, and daily coverage needs.
Cross-Pillar Alignment: Coordinate with School and PAL Client Success Managers when technical roadblocks threaten client engagement or renewal timelines.

Qualifications

1–2 years of experience in SaaS customer support, EdTech helpdesk, or technical customer service operations.
Hands-on experience with helpdesk platforms (HubSpot Service Hub, Zendesk) and ticketing workflows.
Working knowledge of K-12 rostering and authentication concepts (Clever, ClassLink, Google SSO, CSV formatting).
Strong written communication skills with the ability to explain technical steps simply and warmly to educators and librarians.
High organizational skills and ability to manage active ticket queues under peak seasonal volumes.

Benefits

Medical, dental, and vision insurance
401(k) plan with company match
Work from home with the option to lease co-working space
$500 home office setup stipend
Annual team “break” where we kick back together at a resort
At least 15 vacation days annually + a one-week winter break from Xmas Eve to New Year's Day
Office closed for all federal holidays
Annual professional development stipend

About Us

Joyful Reading Company brings together Beanstack, the leading reading engagement platform, and Comics Plus, the premier digital comics and graphic novel provider, to help create a world of joyful readers. We serve more than 15,000 public library and school clients in the United States, Canada, and Australia. Over ten million readers currently use our platform, Beanstack, to track their reading, earn incentives, and stay motivated to read.

Diversity, Equity, and Inclusion

We believe diversity breeds innovation. We're building a product that helps librarians, educators, and families everywhere, and to do that well, we need a workforce that’s representative of the population we serve. We are actively looking to add members to our team who will bring diverse backgrounds, new perspectives, and a willingness to challenge us to improve the work we do every day.

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