[Hiring] Product Operations Support Specialist @Pansophic Learning

Role Description

We're looking for a Product Operations Support Specialist to help support the tools and systems for teaching and learning across our schools. 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.

• 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.

Qualifications

• 1–3 years of professional experience, ideally in a support, operations, or coordination role.
• Experience working in K-12 education.
• Strong written and verbal communication skills.
• Highly organized, with the ability to juggle multiple tools, tickets, and vendor relationships at once.
• Comfortable learning new software tools and systems quickly.
• Experience with a ticketing system (Zendesk and Jira preferred).
• Ability to work independently in a fully remote environment.

Requirements

• Preferred: College degree.
• Familiarity with Learning Management Systems, Student Information Systems, or Clever.
• Experience supporting or coordinating vendor relationships.
• Experience creating end-user documentation or training materials.

Benefits

• The annual starting salary for this position is between $50,000 – $55,000 annually.
• We offer the following benefits for this position, subject to applicable eligibility requirements:
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401(k) retirement plan
  • Life insurance
  • Long-term disability insurance
  • Short-term disability insurance
  • 10 paid holidays annually
• Paid Time Off to cover sick, vacation, and personal absences.
• We offer 4 unique health insurance plans to choose from that cover a wide range of deductibles and co-insurance levels.