Learning and Support Specialist (PST Timezone)

What You'll Do

Customer Support (35–40%)

You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence.

• Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth

• Own issues end-to-end, from initial triage through root cause identification and resolution

• Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations

• Explain solutions in plain language so customers can resolve similar issues independently in the future

• Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education

• Surface product gaps, friction points, and customer usage trends to internal teams

Customer Education & Adoption (35–40%)

You’ll help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time.

• Create onboarding guides and how-to resources that help new customers ramp up with fewer questions

• Develop training content around common workflows (the “how do I…” questions we hear most)

• Teach — not just how features work, but when and why to use them for maximum impact

• Run live trainings and webinars and repurpose them into reusable content

• Use support ticket trends to prioritize what content to build next

• Gather feedback on training effectiveness and iterate regularly

Internal Enablement & Scalable Resources (20–30%)

You’ll reduce friction across the customer journey by building resources that help both customers and internal teammates succeed.

• Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides

• Document solutions to recurring issues so institutional knowledge doesn’t get lost

• Improve existing help documentation based on where customers consistently get stuck

• Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently

• Share real customer examples and best practices across teams

• Audit existing resources regularly — refine what works, retire what doesn’t

Who You Are

• 3–5+ years in an instructional design role at a higher education institution or related Instructional Design certification or degree

• Experience supporting F500/enterprise or higher education customers

• Experience with presentation tools, LMS platforms, and/or enterprise IT environments (SSO, MDM)

• Strong troubleshooting skills across multiple operating systems, browsers, and software integrations

• Able to translate technical concepts into clear, accessible language for non-technical users

• Experience creating support documentation, help articles, or training content

• Comfortable owning issues end-to-end — from reproduction through escalation and customer communication

• Excellent written and verbal communicator; empathetic under pressure

• Self-directed and organized; you manage your queue and projects without heavy oversight

You also bring a particular way of working to everything you do:

• Instructional Thinking: You build training and documentation that helps customers apply what they learn in real presentations, not just understand it conceptually.

• Technical Problem Solving: You dig into the details to diagnose root causes, distinguish bugs from intended behavior, and escalate with precision.

• Clear Communication: You write and speak in plain language. Whether it’s a support reply or a live webinar, customers leave feeling clearer and more capable.

• Scalable Mindset: You solve problems once in a way that helps many customers. A ticket answered is an opportunity to prevent ten more.

• Cross-Team Collaboration: You work fluidly with Customer Support, Customer Success, Product, and Engineering — and you make those teams better at their jobs too.

Bonus Criteria

• Experience in a customer-facing technical role at a SaaS company

• Background in customer education or enablement

• Familiarity with tools like Zendesk, Jira, Confluence, Loom, or similar

• Prior experience in a role that bridged Support and Customer Success

$75,000 - $90,000 a year