User Experience & Platform Support Specialist
User Experience & Platform Support Specialist
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1 Vacancy
Job Description
About AppleTree
AppleTrees mission is to close the achievement gap before students get to kindergarten. To accomplish this mission we focus exclusively on Preschool and Pre-K education. We provide free full-day public charter school programming for three- and four-year olds in 12 locations across Washington DC employing our innovative and award winning instructional model calledEvery Child Ready (ECR). This instructional model provides educators with tools and resources for What to Teach How to Teach and How to Measure Success. Our instructional model is also used with partners across the nation.
Position Summary
The User Experience & Platform Support Specialist plays a critical role in ensuring a seamless and responsive user experience across Every Child Readys digital platforms. This role provides customer service technical troubleshooting and platform support to both internal and external users. The Specialist will be the first point of contact for technology-related inquiries resolving issues efficiently while ensuring users can fully engage with ECRs technology environment including the ECR platform (Drupal) Tableau and CANVAS (LMS).
This position requires deep knowledge of Every Child Ready and an ability to support the rapid scaling of users. This person must be able to problem-solve efficiently and relatively independently. While onboarding will be largely asynchronous this role will focus on troubleshooting technical issues optimizing platform performance and maintaining a high standard of user satisfaction.
This role is remote-friendly but occasional travel to Washington DC may be required for team meetings or in-person support.
What youll do
User Support & Troubleshooting
Serve as the first point of contact for technical support inquiries from internal teams and external users (schools districts and partners).
Provide Tier 1 and Tier 2 support ensuring quick resolution of common issues and escalating complex cases when necessary.
Tier 1 Support: Manages common issues such as password resets login assistance basic navigation help common materials and assessment questions rostering and troubleshooting minor platform errors.
Tier 2 Support: Lead first step investigations of more complex technical issues including system bugs data sync errors and platform integrations that require deeper analysis.
Identify patterns in user issues and proactively work to improve the onboarding and support experience.
Escalate unresolved or complex technical issues to the appropriate teams when necessary.
Monitor document and resolve customer service tickets ensuring timely and effective responses.
Technology & Platform Support
Maintain a strong working knowledge of the Every Child Ready platform and its integrated tools (Drupal Tableau CANVAS LMS).
Conduct regular testing and quality assurance to ensure smooth platform functionality and resolve potential user issues before they arise.
Document common technical issues and resolutions contributing to an evolving knowledge base for internal and external users.
Support minor updates data uploads and content management within the ECR platform and associated systems.
User Experience & Continuous Improvement
Gather feedback from users to improve platform usability and customer support processes.
Collaborate with the technology and content teams to enhance the asynchronous onboarding experience.
Create and update user guides FAQs videos and help desk documentation to improve self-service support options.
Assist with focus groups usability testing and feedback collection to drive product and support enhancements.
What were looking for
Deep knowledge of the Every Child Ready instructional model.
Two or more years of experience in education technology customer service or technical support
Familiarity with Drupal Tableau and CANVAS LMS.
Strong problem-solving skills and an ability to work independently in a fast-scaling environment.
Excellent verbal and written communication skills with a focus on user-friendly explanations and interactions.
Strong attention to detail and an ability to manage multiple support requests simultaneously.
Ability to collaborate cross-functionally with teams in technology product development and customer experience.
Experience in K-12 or early childhood education (particularly in curriculum implementation) preferred.
Prior experience in technical customer support or help desk services.
Experience working with ticketing systems and knowledge base development.
Basic understanding of SQL APIs Google scripting or other data management tools a plus.
Must be comfortable working in a rapidly scaling environment adjusting to evolving user needs.
Ability to work flexible hours to support users across different time zones.
Whats in it for you
Competitive Salary
Option for 100% covered Medical Plan or another low cost option for you and eligible dependents
Fully covered Dental Benefits for you and all eligible dependents
Fully covered Short Term Disability Long Term Disability Accidental Death and Dismemberment and Life insurance with buy-up options
Free Online Wellness Platform for you and up to 4 eligible dependents
Competitive Paid Time Off including Mental Health Days
5% Employer Contribution to your Retirement Account (whether you contribute or not)
AppleTree Scholarship to pay for continued education
Extensive Training on AppleTrees Award-Winning proprietary instructional model Every Child Ready
Note
The preceding description is intended to describe the general nature and level of work performed by individuals in this role and is not designed to be an exhaustive list of all duties and responsibilities required of theUser Experience & Platform Support Specialist.All employees may be required to perform duties outside of their normal responsibilities from time to time as needed.
Required Experience:
Unclear Seniority
Employment Type
Full Time
