Support Specialist (Temporary)

About TalkingPoints:

TalkingPoints is an award-winning education technology nonprofit on a mission to unlock every student’s potential by activating one of the most underutilized forces in education - families. We believe that when families and schools work together, students thrive - and we’re building the tools to make that partnership possible for every family.

Our platform helps schools reach and engage every family - including those historically underserved - through accessible, two-way communication in 150+ languages, along with data, insights, and supports that strengthen relationships and drive student success.

Today, millions of educators and families are using TalkingPoints in their classrooms, schools, and districts across the U.S. to build stronger partnerships and improve outcomes for students. Our work is grounded in research and has been shown to meaningfully impact attendance, learning, and more.

We partner with leading school districts nationwide and are supported by a strong community of philanthropic and strategic partners, including major foundations, technology leaders, and education organizations.

TalkingPoints is at an exciting stage of growth and impact. As we continue to expand our reach and deepen our impact, we’re looking for passionate, mission-driven team members who want to help schools and families succeed - together. Learn more at
www.talkingpts.org.

The Opportunity:

As a temporary Support Specialist, you will report to the Senior Manager of Technical Support and Operations
and play a critical role in supporting educators, families, schools, and districts using the TalkingPoints platform during the back-to-school (BTS) 2026 season. You’ll work closely with a small, fast-moving, mission-driven team in a high-volume and rapidly evolving support environment where curiosity, accuracy, and initiative are highly valued.

At TalkingPoints, AI systems and automated support flows handle many routine Tier 0 questions before they reach our Support Team. As a Support Specialist, you’ll focus on the complex, judgment-based work that requires investigation, troubleshooting, pattern recognition, attention to detail, and strong communication skills.

This role is ideal for someone who enjoys solving operational puzzles, investigating technical issues, identifying inconsistencies, and helping users navigate complex situations with clarity and empathy.

The targeted start date for this position is Monday June 29, 2026. This is a temporary, hourly position that will begin as part-time (up to 29 hours per week). The role requires flexibility to increase to full-time (up to 40 hours per week) as needed, with full-time hours expected starting on Monday, August 3, 2026. The position is expected to end on October 16, 2026, and is non-exempt.

Candidates working East Coast hours must be available Monday–Friday with an 8:00 a.m. Eastern start time. Candidates working West Coast hours must be available Monday–Friday with an 8:00 a.m. Pacific start time. The hourly rate range is $26-$28, depending on experience. 

In this role, you will:

• Serve as the first point of contact for complex partner issues across chat and email support channels, troubleshooting and resolving issues with accuracy, empathy, and strong written communication.
• Investigate technical and operational issues by reviewing account details, validating data, reproducing bugs, identifying patterns, and documenting findings for escalation to internal stakeholders across Product, Engineering, and Partner Success.
• Support educators, families, schools, and district administrators with varying levels of technical proficiency, adapting communication styles to meet the needs of each audience.
• Maintain high attention to detail while working with sensitive student and account-related information, including validating account access and troubleshooting communication, pairing, or SIS-related data issues.
• Identify recurring themes, product friction points, and systemic issues across support conversations to help improve the customer experience and internal operations.
• Partner closely with teammates during the fast-paced Back-to-School season by sharing knowledge, communicating proactively, and supporting team-wide operational goals.

Who You Are:

• You enjoy solving problems, investigating issues, and understanding why something happened - not just how to respond to it.
• You are highly detail-oriented and comfortable working with sensitive information where accuracy matters.
• You have extremely strong written communication skills and can clearly explain technical or operational concepts to people with varying levels of technical knowledge.
• You are skilled at recognizing patterns, identifying recurring issues, and surfacing trends that may point to larger operational or product concerns.
• You approach support work with empathy, professionalism, curiosity, and sound judgment, especially during high-impact or frustrating partner situations.
• You are comfortable learning new systems and tools, including customer support platforms, internal tooling, and data-related workflows.
• You care deeply about creating positive outcomes for educators and families and are motivated by TalkingPoints’ mission.
• You must have or be willing to undergo a background check required for working with student data.

Preferred Experience:

• Experience using customer support software, ticketing systems.
• Familiarity with K-12 education systems, student information systems (SIS), or school/district operations.
• Experience troubleshooting issues involving user accounts, data validation, integrations, or system inconsistencies.
• Experience supporting users with varying levels of technical proficiency, including non-technical or lower-tech-literacy audiences.

Overall fit with our org culture - we look for team members who are:

• User and Mission-Oriented: we are devoted to our mission with empathy towards the communities we serve.
• All-in Together: we go above and beyond the job description, working together as a team.
• Agile & Action-Oriented: we get things done, knowing that our progress is urgent to our communities.
• Always Learning: we are always learning, with a growth mindset, to reach our full potential.
• Boldly Courageous: we take risks in order to achieve big things.
• Resourceful: we are creative, solution-oriented, and scrappy.

What We Offer

• An incredible opportunity to build a mission-driven, rapidly growing startup tech nonprofit
• 401K match
• Flexibility to work remotely
• Fun, smart, dynamic, motivated team focused on working together to transform family engagement to serve the families who need it most

How to Apply

Please submit your resume, a brief paragraph describing your interest, and a link to your LinkedIn profile.

TalkingPoints is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified individuals have an equal opportunity to contribute and succeed. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.