New

Customer Support Analyst, Teachers Pay Teachers

IXL Learning
United States, North Carolina, Raleigh
Jan 16, 2025
IXL Learning, developer of personalized learning products used by millions of people globally, is seeking a driven, customer-focused, and analytical individual to join our Teachers Pay Teachers customer support team. At IXL, we are focused on providing the best customer service possible, ensuring our customers have success using our products. In this role, you will provide support as part of our Marketplace Protection team. These teams serve our Buyers, Sellers, and administrators across the TPT marketplace to ensure alignment with TPT policies and procedures. You'll be expected to objectively enforce policies, thoughtfully provide community support and education, and swiftly implement systems designed to proactively address risks to our brand and community. You will use your communication skills to effectively explain solutions to our customers who are teachers, students, parents, school administrators, and tutors. You will also work closely with engineering and product design teams on continued initiatives to develop and improve IXL's products and services. This is a full-time position in our Raleigh, NC area office. #LI-TL2 WHAT YOU'LL BE DOING Respond to user concerns regarding a wide range of topics related to TPT's site policies, including intellectual property, malware and community reports about resources Review and take enforcement actions on content flagged as violating TPT's Content Guidelines Respond to other user concerns across the CX intake channels Collaborate with the rest of the CX team on refining TPT's approach to policy enforcement, including by surfacing novel issues and helping to update enforcement standards and policies as appropriate. Support the maintenance of the TPT policy library by identifying policies in need of updates or new areas for policy development Serve as an internal and external cross-functional expert on topics related to TPT's Content Guidelines and other policies WHAT WE'RE LOOKING FOR BA/BS degree required Prior experience in a customer facing role Experience in a regulated industry such as banking, insurance, healthcare, etc. is a plus Experience in an online marketplace company is a plus Strong written and oral communication skills Exceptional critical thinking, research, and problem-solving skills Ability to prioritize tasks and work efficiently Self-starter who takes initiative and is able to work independently and also as a team Detail-oriented and exceptionally organized Proficiency in Excel and/or Google Sheets Basic understanding of SQL or experience with Looker is a plus Interest in K-12 education! ABOUT IXL LEARNING IXL Learning is the country's largest EdTech company. We reach millions of learners through our diverse range of products. For example: 1 in 4 students in the United States uses IXL.com Rosetta Stone provides an immersive learning experience for 25 languages Wyzant is the nation's largest community of tutors, covering 300+ subjects Teachers Pay Teachers (TPT) is a comprehensive marketplace for millions of educator-created resources Our mission is to create innovative products that will make a real, positive difference for learners and educators and we're looking for passionate, mission-minded people to join us in achieving this goal. We have a unique culture at IXL that fosters collaboration and the open exchange of ideas. We value our team and treat one another with kindness and respect. We approach our work with passion, tenacity, and authenticity. We find it immensely satisfying to develop products that impact the lives of millions and we are eager to have you join our team. At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.