Customer Support Specialist at Informed K12 – Oakland, California

Support at Informed K12 is not a ticket queue. It is the function that keeps districts running and gives the rest of the company an honest read on where the product needs to improve.

As a Support Specialist, you will be the first point of contact for district administrators working through issues with our platform. You will triage a queue at the start of each shift, troubleshoot problems to their root cause, and make sound decisions about when to resolve them yourself and when to bring in someone else. When you escalate, you provide enough context that whoever you hand it to can act immediately.

This is also a feedback role. The patterns you surface and the product knowledge you build feed directly into how we improve the platform. Districts count on us to catch what is not working before it compounds. This role requires genuine product mastery, independent learning, and judgment under pressure.

We are not screening for a specific background. Two profiles tend to be a strong fit:

Beyond experience, here is how strong candidates in this role tend to work:

You ask follow-up questions before you act. When a request is incomplete or ambiguous, you narrow the problem before you try to solve it. You can tell the difference between what a customer says and what they actually need, and you have caught things others missed.

You can review the full queue and make a defensible call on what to do first. You weigh urgency, user type, issue type, and time to resolve rather than defaulting to order received or what breached SLA.

Your written communication is clear and efficient. You write in a way that leaves no ambiguity about the next steps. You keep exchanges short without being abrupt, and your work reflects the professionalism that district customers expect.

On high-volume or repetitive tasks, you have a process for checking yourself. You catch errors before they become problems, and you submit complete work the first time.

You learn new tools and systems independently. When documentation does not cover your situation, you figure it out and can describe how you did it. Experience with Zendesk or a comparable platform is a plus.

Your judgment on when to escalate is sound. You handle what is in your scope confidently, flag what is not, and treat anything with a security or data exposure dimension as a higher-stakes category.

You take feedback on your decisions without becoming defensive. When your approach needs adjusting, you adjust it and move on. You have sought out feedback you were not required to ask for.

You are motivated by doing the work well. You set standards for yourself and hold yourself to them regardless of whether anyone is watching.

Submit your resume and a brief note, a few sentences, on why this role and why now. We read these. Generic responses that are not specific to Informed K12 or this role do not move forward.

The hiring process includes a phone screen, a take-home product exercise (approximately one hour), two structured skills interviews with exercises, and a leadership conversation. The full process typically runs three to four weeks.