Customer Support Specialist (Seasonal)

Customer Support Specialist (Seasonal)

WHAT WE SEEK

This seasonal role is designed for experienced, customer-focused professionals-ideally those familiar with Carnegie Learning systems and workflows-who can quickly contribute in a structured, fast-paced environment.

Rather than traditional high-volume case handling, this role focuses on triaging incoming requests, supporting licensing workflows, and improving internal systems and content to enhance overall efficiency and customer outcomes.

Seasonal team members will operate as flexible contributors, supporting peak demand while also driving behind-the-scenes improvements that reduce future customer effort.

WHAT YOUR DAY WILL LOOK LIKE

The Customer Support Specialist role will vary daily, but on a given day, your assignments will include, but not be limited to:

• Triage and route incoming cases by gathering key details, adding context, and ensuring efficient handoff to appropriate teams
• Provide first-level support via chat and email for structured, lower-complexity inquiries
• Support licensing and activation workflows, including account setup and issue resolution
• Assist with administrative tasks such as account vetting, case tagging, and system updates
• Contribute to Help Center and documentation improvements, including reviewing and updating existing content
• Identify trends or gaps in support processes and escalate opportunities for improvement
• Collaborate with full-time team members to support peak coverage and ensure a seamless customer experience

WHAT SHOULD BE IN YOUR BACKPACK

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• 0-2 years of relevant experience in customer service, support, or a related field.
• Possesses basic knowledge of customer service practices and general troubleshooting approaches.
• Strong written and verbal communication skills
• Ability to quickly assess, organize, and route information accurately
• High attention to detail and comfort working within structured processes
• Strong problem-solving skills with a focus on efficiency and clarity
• A collaborative mindset and willingness to flex across different types of work

PREFERRED QUALIFICATIONS

• Experience with CRM systems (e.g., Salesforce) and workforce management tools
• Former experience working on the Carnegie Learning Customer Support Team highly preferred

WHAT GIVES US PURPOSE

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We're driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you'll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.

WHAT WE PROVIDE

• Fostering Joy
  
  
  
  • Flexible work arrangements with our Work From Anywhere Policy
  
  
  
  
• Empowering Parenthood
  
  
  
  • Free access to CL products for employees and their children
  
  
  
  
• A Place for Connection
  
  
  
  • Quarterly Wellness Incentives
  • Monthly employee activities + recognition program
  • Employee Allyship Groups (EAGs)
  
  
  
  

WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.