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User Support Specialist

Operations

Provide timely, high-quality support to our user base of teachers, students, and partners for our web and mobile products.

Organization

Gooru (www.gooru.org) is a Bay Area-based nonprofit committed to building an open and collaborative online community of educators, learners, partners, and developers to facilitate personalized learning for every student. Gooru has developed a Learning Navigator -- a “GPS” for learning. Gooru empowers students by providing them with insights into their strengths and gaps in learning, information on what has worked for students like them, and access to crowd-sourced content from amazing teachers around the world. Teachers curate standards-aligned, online K-12 courses of digital resources and assessments to create learning pathways customized for their class, and publish their courses to an open, global community.

About the Role

As a User Support Specialist, you will be responsible for providing timely, high-quality support to our user base of teachers, students, and partners for our web and mobile products. This includes coordinating with product, engineering, education, and partnership teams to fully resolve incoming user issues and serve as the first point of contact when customers or partners call, email, or chat our support department with questions. You will also process and track incoming user feedback and monitor the user experience to identify improvements to the product and relevant support materials. You will work directly with our Senior Product Support Manager who will provide training and mentoring as you learn your new role.

Note: This position can be part-time for 20-hours/week to full-time for 40 hours/week depending on candidate experience and availability.

About You

Qualifications

Bonus points for experience in:

Perks

How to Apply

Please send a cover letter and resume along with a link to past work (ex: Github, published websites) by email with position title in the subject line (no letters, calls, faxes, or drop-ins) to careers@gooru.org. We carefully consider each application, but due to the high volume of applications, we can personally respond only to candidates who we’d like to advance in the interview process. Applications are accepted until the position is filled.

Non-Discrimination Policy: Employment and Provision of Services

Gooru is an equal opportunity employer. Gooru does not promote or discriminate against any person, population group, or organization with regard to categories protected by applicable United States law. These include, but are not limited to race, color, religion, gender, gender identity and expression, sexual orientation, physical appearance, language, education background, national origin, age, disability, and veteran status.  Gooru will not make any posting or employment decision that does not comply with applicable laws relating to labor and employment, equal employment opportunity, employment eligibility requirements or related matters.