Product Operations Support Specialist

We're looking for a Product Operations Support Specialist to help support the tools and systems for teaching and learning across our schools. Will provide second-level support and coordination across our curriculum and education technology stack — including our Learning Management Systems, Clever, Student Information Systems, supplemental curriculum tools, and internal proprietary platforms — picking up tickets after our helpdesk has completed initial triage and troubleshooting. This role is a great fit for someone who's organized, communicates clearly, enjoys solving problems, and wants to grow their skills in ed-tech operations.

Responsibilities

Second-Level Support

• Pick up escalated Zendesk tickets from our helpdesk after initial triage, and investigate and resolve issues related to curriculum tools, Learning Management Systems, Clever, Student Information Systems, and internal systems
• Escalate more complex or unresolved issues to the appropriate team member or vendor, and track them through to resolution
• Serve as a knowledgeable resource for helpdesk when they need guidance on supported tools

Vendor Coordination

• Organize and maintain vendor communications, including tracking open issues and follow-ups
• Schedule and manage vendor meetings, including preparing and distributing agendas
• Help coordinate vendor onboarding and routine check-ins

Documentation

• Create and maintain clear, up-to-date documentation for supported tools, processes, and comment issue resolutions (help articles, SOPs, FAQs)
• Keep internal knowledge base current as tools, processes, or vendor relationships change

Training Support

• Support the training team with logistics, materials, and scheduling for tool rollouts and ongoing training
• Help identify recurring support issues that point to a training gap

Cross-Functional Support

• Provide second-level, escalated support across Curriculum, Learning Management Systems, Clever, Student Information Systems, and internal proprietary technologies when issues fall outside a single system or require coordination across teams
• Partner with the Product Operations Manager and broader Product Operations team on process improvements