Customer Support Specialist
Informed K12
Customer Service
United States · Remote
USD 55k-65k / year
Posted on Apr 17, 2026
Customer Support Specialist
Oakland
Customer Support
16 days ago
Remote
Full-time
Who We Are
Informed K12 is transforming how school districts operate by bringing critical workflows online with the unique flexibility needed to serve the school community. In many ways, district-level processes have the greatest impact on student outputs and outcomes. However, today many school districts across the country remain stuck with fragmented, inefficient processes that lack cohesion. It only takes a single process to fail to lead to funding, staffing, and financial risk. At large, this may lead to budget overruns, compliance risks, and service disruptions to students and teachers.
Our platform enables educators and administrators to orchestrate their processes to run more efficient, transparent, and compliant school districts, so they can focus on what matters most: students.
About the Role
Support at Informed K12 is not a ticket queue. It is the function that keeps districts running and gives the rest of the company an honest read on where the product needs to improve.
As a Support Specialist, you will be the first point of contact for district administrators working through issues with our platform. You will triage a queue at the start of each shift, troubleshoot problems to their root cause, and make sound decisions about when to resolve them yourself and when to bring in someone else. When you escalate, you provide enough context that whoever you hand it to can act immediately.
This is also a feedback role. The patterns you surface and the product knowledge you build feed directly into how we improve the platform. Districts count on us to catch what is not working before it compounds. This role requires genuine product mastery, independent learning, and judgment under pressure.
What You'll Do
- Serve as the first line of support for inbound requests from district administrators, managers, and frontline staff. Respond quickly, accurately, and with solutions that address the actual problem, not just the stated one.
- Triage and prioritize a support queue at the start of each shift, weighing urgency, user type, issue type, and downstream impact simultaneously.
- Troubleshoot issues down to the root cause before proposing a fix. Escalate to Tier 2 or technical teams when appropriate, with enough context for them to act without a handoff conversation.
- Support customers in configuring their workflows and processes on the platform to meet both their needs and our standards.
- Contribute to ticket categorization, pattern recognition, and cross-team feedback loops with Operations, Product, and Engineering.
Preferred Experience
We are not screening for a specific background. Two profiles tend to be a strong fit:
- 1 to 2 years in a tech or startup environment in a customer-facing role. You are comfortable figuring things out without much structure, and your interests reflect genuine curiosity about the work itself.
- 3 to 5 years in a non-tech field such as education, nonprofit, or operations. You have a clear reason for the move and a track record of doing your current work well.
What We're Looking For
Beyond experience, here is how strong candidates in this role tend to work:
You ask follow-up questions before you act. When a request is incomplete or ambiguous, you narrow the problem before you try to solve it. You can tell the difference between what a customer says and what they actually need, and you have caught things others missed.
You can review the full queue and make a defensible call on what to do first. You weigh urgency, user type, issue type, and time to resolve rather than defaulting to order received or what breached SLA.
Your written communication is clear and efficient. You write in a way that leaves no ambiguity about the next steps. You keep exchanges short without being abrupt, and your work reflects the professionalism that district customers expect.
On high-volume or repetitive tasks, you have a process for checking yourself. You catch errors before they become problems, and you submit complete work the first time.
You learn new tools and systems independently. When documentation does not cover your situation, you figure it out and can describe how you did it. Experience with Zendesk or a comparable platform is a plus.
Your judgment on when to escalate is sound. You handle what is in your scope confidently, flag what is not, and treat anything with a security or data exposure dimension as a higher-stakes category.
You take feedback on your decisions without becoming defensive. When your approach needs adjusting, you adjust it and move on. You have sought out feedback you were not required to ask for.
You are motivated by doing the work well. You set standards for yourself and hold yourself to them regardless of whether anyone is watching.
What This Is Not
This is not a conventional support role with steady-state responsibilities and a fixed script. The platform is changing, the expectations will grow with it, and strong performance here means becoming indispensable rather than just keeping pace. If you are looking for predictability, this is not the right fit.
How to Apply
Submit your resume and a brief note, a few sentences, on why this role and why now. We read these. Generic responses that are not specific to Informed K12 or this role do not move forward.
The hiring process includes a phone screen, a take-home product exercise (approximately one hour), two structured skills interviews with exercises, and a leadership conversation. The full process typically runs three to four weeks.
What We Value
- Growth Mindset
- Intrinsic Motivation
- Emotional Intelligence
- Accountability
- Systemic Thinking
Benefits and Perks
- Healthcare coverage covered at 100% for employees & 35% for all dependents
- Uncapped PTO
- Monthly productivity allowance (work where you thrive! This covers a co-working space, coffee shop, working lunch)
- New hire stipend for remote office set-up
- Monthly wifi reimbursement
- Annual personal office supply stipend
- Stipend for skills development (begins at 1-year anniversary)
- 401K plans
Compensation
The base pay range for this role is $55,000 – $65,000 per year.
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Why are you interested in this role at Informed K12, and why now?
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To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
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Req ID: R3