The News Literacy Project (NLP) is looking for a full-time user success associate whose primary role is to support educators in the use of its programs, especially the Checkology® virtual classroom. As the user success associate, you will be the first point of contact for educators and school administrators using most NLP programs, especially Checkology. This position reports to, and works closely with, NLP’s senior manager of user success.
There is intense public interest in NLP’s work, and we are experiencing tremendous growth. This is a great opportunity for you to help improve the user experience for NLP’s audience as NLP addresses one of the most critical issues of our time and to have your work be appreciated by educators and educational leaders across the United States.
The ideal candidate will have most, if not all, of the following:
Customer service experience, ideally providing virtual support for online platforms.
Experience and comfort with online platforms (e-learning, authoring and payment).
Experience using Excel and with basic database management.
Experience in the classroom as either a teacher, teaching assistant or other type of teaching aide.
Superior written and verbal communication skills.
Strong organizational skills and attention to detail.
We’re looking for someone who will hit the ground running and who maintains a sense of fun and the ability to work both independently and collaboratively.
This position reports to, and works closely with, NLP’s senior manager of user success.
About NLP
Founded in 2008, the News Literacy Project is a national nonpartisan education nonprofit that empowers educators to teach middle school and high school students how to sort fact from fiction in the digital age. Our central offering is Checkology, an online e-learning hub. Since the platform was introduced in 2016, more than 25,000 teachers have registered to use it in all 50 states, the District of Columbia, four U.S. territories and 112 other countries.
About the position
As the user success associate, you will be the first point of contact for educators and school administrators using most NLP programs, especially Checkology. You will provide professional and timely support to users while working with the senior manager of user success to continuously streamline support operations and provide recommendations to our product teams. NLP will rely on you to have your finger on the pulse of its user base; you will help field internal questions about where and how NLP’s programs are being used and how users are responding.
In this position, you will:
Provide email, chat, and voice support for Checkology platform payment, setup and usability;
Assist with district-level Checkology account setup, management and support;
Query database(s) to provide NLP staff with information about user acquisition, depth of use, and retention;
Work with the senior manager of user success to create video tutorials and support articles;
Report Checkology platform issues and user feedback;
Invoice and collect payment for Checkology student licenses and professional development services when needed.
The goals you are responsible for meeting:
User satisfaction (90% of ratings indicating service was “good” or better)
Support ticket response time (avg. response time of 6 hrs. or fewer during business hours)
About you
In addition to the experience and skills noted at the beginning of this job description, the successful candidate will also have all or most of the following:
Bachelor’s degree.
Experience and comfort with working in a virtual work environment (in terms of both technology tools and personal skills).
Ability to do more with less, making the most of limited resources and staff capacity to achieve ambitious results.
Compensation and benefits
Salary is based on experience and qualifications. NLP offers outstanding benefits, including health and dental insurance, a 401(k) plan and more.
This position is virtual, and the successful candidate can live anywhere in the continental United States.
The News Literacy Project welcomes applicants from diverse backgrounds. We offer equal opportunity in employment for all qualified persons and prohibit discrimination in employment on the basis of race, color, religion, creed, sex (including sexual orientation and gender identity), national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service or other protected status.
