Product Support Contractor

What is the role?

Teachable's Product Support team plays a crucial role in empowering our creators to excel on our platform. In this contract role you will also contribute to our operational success, and participate in experiments to elevate the value Product Support provides to customers and the business. You are the bridge between our innovative product offerings and the needs of our creators. Your dedication to understanding our products and your commitment to exceptional customer support will contribute to the growth and success of our Creators’ businesses.

This is a contract role embedded within our product support team. We anticipate this contract being through September 30, 2025, with potential for extension and/or conversion to a full-time role (with benefits) based on business needs, which we will communicate on/around September 1, 2025.

In this role you'll:

• Engage with customers through various channels including live chat, email, and virtual meetings to provide timely and effective solutions.
• Collaborate closely with cross-functional teams to efficiently troubleshoot and resolve customer issues, delivering seamless support experiences.
• Actively participate in team meetings, company-wide discussions, and one-on-one sessions to stay informed and contribute to the team's success.
• Consistently meet or exceed both individual and team Key Performance Indicators (KPIs) to ensure high-quality support.
• Take the initiative to update Help Center articles, train our AI agent, and enhance other support resources to improve the overall customer experience.
• Support colleagues by promptly addressing questions and sharing insights in designated team communication channels.
• Contribute to product launches by sharing valuable customer insights and feedback, ensuring continuous improvement of our offerings.
• Additional tasks as approved by leadership

Success in Role:

• Demonstrate expert product knowledge and provide creative solutions that align with customer needs to enhance their understanding and experience.
• Communicate with enthusiasm and empathy, crafting responses that drive positive outcomes and resonate with the customer's tone.
• Display a curious and resourceful attitude by proactively seeking information to better assist our diverse audience.
• Lead by example by consistently delivering a high volume of quality work and sharing your knowledge with newer team members.
• Contribute to operational excellence by keeping resources up to date, offering constructive feedback to leadership, and collaborating with colleagues to enhance the customer experience.
• Take on new and unfamiliar tasks with enthusiasm and poise, collaborating with leadership and appropriate stakeholders to deliver high quality results in a timely manner

Qualifications:

• 1+ years of experience in product support, preferably in a Software as a Service (SaaS) environment
• Excellent written and verbal communication skills.
• Comfort providing concierge-level support and building rapport with users over live chat and user-facing calls.
• Strong problem-solving abilities and a proactive approach to challenges.
• Ability to work in a fast-paced, dynamic environment while maintaining a positive attitude

Additional Details:

• Applicants must be currently authorized to work in the United States on a full-time basis. 
• This role is a non-exempt, 40-hour/week position. The hourly rate is $27.76/hour. Any work performed beyond 40 hours/a week will be paid at an overtime rate of 1.5x the hourly rate with managerial approval.
• Contractors will be assigned a specific shift (typically 8 hours per day / 40 hours per week).
• This is a contract position staffed via a third-party agency. While you'll work closely with the Teachable team, your employment will be managed directly through the third party.