Customer Support Specialist (Contractor)

WHO WE ARE: MagicSchool is the premier generative AI platform for teachers. We're just over 2 years old, and more than 7 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 . We’re looking for a Customer Support Specialist to join MagicSchool on a contract basis through the back-to-school season. This is a seasonal contract position supporting MagicSchool’s back-to-school surge. In this role, you’ll serve as a frontline problem-solver for the teachers and district administrators who rely on MagicSchool every day- resolving issues with clarity, empathy, and follow-through so educators can stay focused on what matters most. This role also serves as an entry to our support specialist contractor pool, which we draw on for as-needed coverage throughout the year. Contract | Early July through September | 4- 8 hours/day | $35 to $45/hour Responsibilities In this role, you will be responsible for driving towards the following outcomes: Handle a high volume of inbound support interactions from teachers and district administrators across chat and email channels, maintaining a first-response time and a resolution rate that meets or exceeds team benchmarks. Deliver accurate, educator-friendly product and AI use guidance through walk-throughs, knowledge base references, and proactive follow-up. Troubleshoot and resolve technical issues including login failures, browser compatibility, SSO/LTI configuration problems, and rostering errors- owning each ticket through to resolution or escalation. Identify and surface patterns in recurring issues to team leads. Maintain complete and accurate documentation of all interactions, troubleshooting steps, and resolutions in the ticketing system (Intercom), supporting quality audits and team-wide calibration. Experience & Qualifications To be successful in this role, you’ll bring the following 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 deliver professional support via email and chat channels with demonstrated ability to manage multiple priorities and maintain quality under pressure Exceptional written communication skills and the ability to translate technical concepts into clear, user-friendly language. Proven reliability, quality-focused mindset, and customer-centric approach to problem-solving Ability to quickly learn complex systems and troubleshoot independently using available resources. Adaptable and resilient with strong collaboration skills and commitment to fostering a supportive team culture Highly preferred Experience with EdTech integrations including SSO, LTI, and rostering, or familiarity with platforms like Clever or ClassLink. Candidates with this background are eligible for the higher end of the pay range. Prior experience using MagicSchool in a school or classroom setting. Experience supporting customers in a SaaS environment. Familiarity with Intercom or similar ticketing systems for case management and workflow tracking. 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. For full time employees: 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. 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.