Work with us

Senior Technical Support Specialist

About Amira Learning: Our Mission and Opportunity

Learning to read is one of the greatest determinants of life outcomes, yet only 34% of third graders can read proficiently. Amira Learning has created the first intelligent reading assistant. Amira listens, assesses and accelerates reading mastery. Positioned to solve the global literacy challenge, Amira has garnered top awards (CODIE, Extreme Tech Challenge, ISTE) and potential to impact millions of students worldwide.

Our Team

‍A fully remote team, we are passionate, talented, and customer focused. Our exceptional investor group includes Owl Ventures, Vertical Venture Partners, GSV Accelerate, Houghton Mifflin Harcourt, Rethink Education, Google, and Amazon. We believe that everyone — from our employees to the students, teachers, and school system leaders we serve — should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all its forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who You Are

You are the critical link between customers and the creators of Amira’s software. You will manage, contextualize and synthesize a broad range of customer issues and prioritize actions for our engineering team. You train technical support representatives as they are working directly with customers to reduce escalated customer tickets and disseminate troubleshooting best practices. You are instrumental in defining the initial Knowledge Base process as well as writing, editing, and ensuring the knowledge base is up-to-date. You will work with the rest of the Amira organization to uncover new ways to improve our product and make Amira the tool students use to practice reading.

What You'll Do

• Resolve technical escalations, including identification of cause and issue resolution
• Exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Set up our Tier 2 and 3 systems for success
• Provide well-thought out direction to help customers deploy and maintain Amira
• Author and review knowledge base content to promote support scalability and improve self-service capabilities
• Own driving global product or implementation issues to a resolution or decisions
• Craft a broad range of process improvements, including designing analytics, within the Support Team

Skills and Experience

• 2 or more years of experience in customer support or a related customer-facing role, with at least 2 years in a technical role
• Experience in developing and debugging client-side code using browser tools
• Experience supporting SaaS applications, experience in education / assessment technology a plus
• Knowledge of Python, HTML, CSS, Javascript a plus
• Excellent relationship with management and ability to provide stellar customer service in multiple forms (written, conference calls, in-person)
• Flexible approach, able to operate effectively with uncertainty and change
• This is an execution-oriented role with a reasonable amount of routine work and long hours
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  Eastern or Central hours preferred (approx 9am-6pm CT)

What Amira Offers

• Competitive salary
• Large company-level benefits
• Meaningful stock option ownership
• The opportunity to help children around the world have a better life

Customer Success Manager

About Amira Learning: Our Mission and Opportunity

Learning to read is one of the greatest determinants of life outcomes, yet only 34% of third graders can read proficiently.  Amira Learning combines decades of research on the science of reading to produce the first intelligent reading assistant.  Amira is an interactive tutor (Amira) who listens, assesses and accelerates reading mastery.  She gives teachers meaningful insights into their students’ reading abilities and helps emerging readers grow into motivated and masterful ones. Positioned to solve the global challenge around education and literacy, Amira has garnered top EdTech awards (CODIE Finalist, Extreme Tech Challenge Award, ISTE Best of Show, and SXSW Finalist) and potential to impact thousands of educators and millions of students worldwide.‍

Our Team

‍A fully remote team, we are passionate, talented, and customer focused. Our exceptional investor group includes Owl Ventures, Vertical Venture Partners, GSV Accelerate, Houghton Mifflin Harcourt, Rethink Education, Google, and Amazon. We believe that everyone — from our employees to the students, teachers, and school system leaders we serve — should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all its forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who You Are

‍You are the face and voice of Amira. The Customer Success team is the tip of the spear for our mission. You with our partners and school districts to ensure that Amira is successfully implemented and is helping children become better readers. You will work with the rest of the Amira organization to uncover new ways to improve our product and make Amira the tool students use to practice reading.

What You'll Do

Build Trusted Relationships
‍You build strong relationships keyed to trust.  You will spend a lot of time in schools and classrooms. You will communicate with a variety of users (administrators, teachers, and students) about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your strong relationships, you identify opportunities for customers to act as Amira advocates.

‍Establish and Implement Customer Support Practices
‍You enable successful roll-out of Amira in schools and classrooms, including sharing and developing relevant collateral, processes, and practices that optimize the customer experience. You gather feedback from customers, study other customer success programs and analyze data to identify and disseminate best practices. You establish practices that schools and districts can implement to drive success. You provide insights to customers to ensure that they get the most out of our software.

‍Provide Technical and Product Support
‍You know Amira’s products inside and out. You are often called upon to provide first and second tier technical support to customers or to provide training on our products. You will build and manage solutions and systems with a high level of accuracy and attention to detail. You marshal resources across Amira and our partner organizations to support customers’ needs. You help district leaders understand the best ways to utilize Amira based on their needs. 

‍Drive Product Improvement
‍Customer Success Managers are the conduits for user feedback. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value. 

Skills and Experience

• 5+ years of teaching experience at the K-3 level
• Instructional leadership experience in early literacy preferred
• You are highly organized and can direct others. 
• You are an excellent communicator, both orally and in writing. 
• Strong technical aptitude and analytical skills, with the ability to translate data into insights
• Highly collaborative and responsive with internal and external stakeholders
• Flexible approach, able to operate effectively with uncertainty and change 
• Experience working with and managing relationships with stakeholders and customers 
• This is an execution-oriented role with a reasonable amount of routine work and long hours
• Eastern / central hours required. There will be material (~50%) travel.

What Amira Offers

• Competitive Salary
• Large company-level benefits
• Meaningful stock option ownership
• The opportunity to help children around the world have a better life

Expectations

• Amira is a startup. There is an expectation of long hours and hard work.
• Large company-level benefits
• Meaningful stock option ownership
• The opportunity to help children around the world have a better life