Customer Support Specialist (Tier 1) | Contract Opportunity

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: TYPE OF WORK

Full Time

: SALARY

$5/hour

: HOURS PER WEEK

40

: DATE UPDATED

Feb 27, 2026

JOB OVERVIEW

Well, hello there ???? READ BEFORE YOU APPLY!

If you are interested, submit your application via this Google form. - ----------

Castify (Creators of Screencastify) is a leading educational technology company dedicated to improving communication and learning outcomes with video. We primarily serve the K–12 education market across the United States, supporting millions of educators and students. As we continue strengthening our foundation in education and expand into corporate and professional learning environments, we’re seeking a detail-oriented, empathetic Customer Support Specialist (Tier 1) to join our team on a full-time contract basis.

About this role:
This full-time, contract role is focused on delivering timely, high-quality customer support across email and chat. The majority of your time will be spent assisting educators, administrators, and emerging corporate customers with product questions, troubleshooting, and workflow guidance.
In addition to frontline support, you will collaborate closely with Engineering and Product teams by documenting reproducible issues, escalating complex cases through defined workflows, and ensuring clear communication between customers and internal teams.
This is a highly execution-focused role designed to strengthen ticket coverage, SLA performance, and customer experience.

Why is this role special?
You’ll be the first point of contact for educators and administrators using Castify.
You’ll help ensure timely, empathetic, and accurate responses during high-volume periods.
You'll work with an extremely talented team. A team of less than 5 built a product used by millions of people. We've achieved more than teams 10x our size by solving problems that matter and putting product quality above all else.
You’ll follow structured workflows and escalation paths to ensure customers receive the right support quickly.
You’ll contribute to a team culture focused on responsiveness, accountability, and customer care.
Join us at a magical time. You’ll support both our K–12 customer base and our growing corporate user segment.

What you’ll do:
Customer Support (80%)
Respond promptly to customer inquiries via email and chat, and resolve any issues they may be experiencing
Adhere to established SLAs for first response and resolution
Use your positive and empathetic skills to answer questions and improve customer outcomes
Learn the Castify products inside and out to become the expert on all questions and uses
Use macros, internal documentation, and help center resources to ensure consistent responses
Communicate and collaborate with colleagues to share trends and patterns from customer interactions
Tag and categorize tickets accurately for reporting and trend tracking
Cross-Functional Collaboration with Engineering and Product teams (20%)
Reproduce reported bugs and document clear steps to replicate issues
Provide detailed ticket summaries when escalating to Engineering
Track escalated cases and ensure timely follow-up with customers
Support validation of fixes when requested before communicating resolution to customers

You’re perfect for this role if you:
Have 1+ years of customer support experience, preferably in SaaS or EdTech
Able to work 1pm-9pm CST, Monday-Friday
Communicate clearly and professionally in written form
Follow established workflows and escalation paths with precision
Are detail-oriented when documenting technical issues
Manage your time well and stay organized across multiple active cases
Are comfortable learning tools such as Zendesk, Jira, Salesforce, or similar systems
Ability to collaborate with software engineers, product managers, and marketing tea ---------- mbers to enhance customer services
Feel very comfortable using computers and providing technical support to others
Approach problems with empathy and know-how to remain calm, even if others aren’t
[Bonus] Supporting corporate or professional learning users
[Bonus] Have worked with a remote team

If you are interested, submit your application via this Google form. - ----------

SKILL REQUIREMENT

Customer Support Email Support Customer Relationship Management

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Customer Support Specialist (Tier 1) | Contract Opportunity

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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