Customer Support Specialist (Contractor)

Customer Support Specialist (Contract) - MagicSchool

MagicSchool is the premier generative AI platform for teachers, with over 7 million teachers worldwide. We are seeking a Customer Support Specialist on a contract basis through the back-to-school season to join our fast-growing, mission-driven team. This role is ideal for someone passionate about education and technology, offering an entry into our support specialist contractor pool.

About the Role:

As a frontline problem-solver, you will resolve issues for teachers and district administrators with clarity, empathy, and follow-through, ensuring they can focus on their educational mission. This is a seasonal contract position supporting MagicSchool’s back-to-school surge, running from early July through September.

Responsibilities:

• Handle a high volume of inbound support interactions via chat and email, meeting first-response time and resolution rate benchmarks.
• Provide accurate, educator-friendly product and AI use guidance using knowledge base references and proactive follow-up.
• Troubleshoot and resolve technical issues (login failures, browser compatibility, SSO/LTI configuration, rostering errors), owning tickets through resolution or escalation.
• Identify and surface patterns in recurring issues to team leads.
• Maintain complete and accurate documentation of all interactions in the ticketing system (Intercom).

Experience & Qualifications:

Required:

• Prior experience as a K–12 classroom teacher, with strong familiarity with educator and district workflows.
• Exceptional customer service skills, with demonstrated ability to provide professional support via email and chat, managing multiple priorities under pressure.
• Exceptional written communication skills, translating technical concepts into user-friendly language.
• Proven reliability, quality-focused mindset, and customer-centric approach.
• Ability to quickly learn complex systems and troubleshoot independently.
• Adaptable, resilient, and collaborative with strong teamwork skills.

Highly Preferred:

• Experience with EdTech integrations (SSO, LTI, rostering) or platforms like Clever or ClassLink.
• Prior experience using MagicSchool.
• Experience supporting customers in a SaaS environment.
• Familiarity with Intercom or similar ticketing systems.

Why Join Us?

• Work on cutting-edge AI technology impacting educators and students.
• Join a mission-driven team passionate about making education more efficient and equitable.
• Enjoy the flexibility of working from home while fostering a collaborative culture.

Contract Details:

• Type: Contract
• Duration: Early July through September
• Hours: 4-8 hours/day
• Pay Rate: $35 to $45/hour

MagicSchool values educators, joy, community, innovation, responsibility, diversity, and excellence. Full-time employee benefits include unlimited PTO, employer-paid health insurance, stock options, and 401k match.