Customer Support Analyst, Teachers Pay Teachers

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. #LI-DE1

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.

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

• 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!