[Hiring] Learning and Support Specialist @Poll Everywhere

Role Description

Poll Everywhere is looking for an Instructional Technologist or Instructional Designer ready to make the leap from supporting one campus to supporting hundreds. This role blends hands-on technical support across our entire user base with the opportunity to build trainings, webinars, and resources for an audience doing the same work you've done for years.

Our customers reach out when the stakes are high — a class session, a conference keynote, a campus-wide rollout that can't go wrong. You'll bring the same rigor to those tickets as you would to any other: replicating bugs, identifying root causes, and working with engineering to resolve them.

What You'll Do

• Customer Support (35–40%)
  • 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%)
  • 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%)
  • 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.

Qualifications

• 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.

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.

Benefits

• Annual base salary of $75,000 - $90,000.
• Comprehensive benefits package including medical, dental, and vision benefits.
• 100% coverage of premiums for the base plan and 50% for dependents’ medical enrollment.
• PPO medical, dental, and vision plans and an HSA/FSA.
• Up to a $100 monthly company match to your Health Care FSA or HSA account.