Customer Support Analyst

Socket.dev; Washington (District of Columbia); Hybrid; USD 61,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k) match

Unlimited PTO

Flexible work environment

Job summary

The News Literacy Project is seeking a Customer Support Analyst to provide empathetic, expert support to educators and school/district users. You will own issues from triage to resolution, troubleshoot technical and account-related problems, and contribute to knowledge base content and onboarding materials for Checkology.

You will work remotely within the United States, coordinating with the Director of District Success and NLP’s engineering team to deliver timely, accurate solutions that

Qualifications

• Three or more years of customer-facing SaaS support, preferably in K-12 education tech.
• Experience investigating web-application or data issues, and coordinating with engineering.
• Ability to use browser-based tools, dashboards and data queries for troubleshooting.
• Experience using and optimizing Zendesk to support processes.
• Ability to explain technical information to non-technical users and create docs.
• Comfort working independently and in a remote/distributed environment.

Responsibilities

• Provide empathetic, accurate support to educators via Zendesk, email, chat and meetings.
• Own issues from initial contact through resolution with ongoing communication.
• Investigate and troubleshoot technical/account issues; document and escalate as needed.
• Test fixes and clearly communicate resolutions to users.
• Create clear help-center articles, FAQs, and onboarding materials for Checkology.
• Maintain accurate records, meet SLAs, and escalate complex requests as needed.

Skills

SaaS customer support

K-12 education experience

Technical troubleshooting

Zendesk administration

Documentation & tutorials

Remote / distributed work

Tools

Zendesk

Checkology platform

Job description

The News Literacy Project

Customer Support Analyst

Full time • Virtual (U.S.) • Reports to the Director of District Success

Who we are

The News Literacy Project, founded in 2008, is a nonpartisan, nonprofit organization building a national movement to ensure that all students are guaranteed to be skilled in news literacy before high school graduation, giving them the knowledge and ability to participate in civic society as well-informed, critical thinkers. NLP is the country's leading provider of news literacy education and works with districts and educators in all 50 states, primarily through our signature e-learning platform, Checkology®, and weekly educator newsletter, The Sift®. To read more about the organization and our plans, visit our website.

Where you fit in

The News Literacy Project empowers educators to teach middle and high school students how to sort fact from fiction in the digital age. We are at an exciting inflection point for our work, and we are making critical investments to rapidly scale our growth and impact. To that end, we are seeking a Customer Support Analyst to provide empathetic support to educators and manage support issues with our engineering team. This is a great opportunity for you to help teachers solve real problems and help our product team improve our solutions. We're looking for someone who can have an immediate and meaningful impact on our work.

This position reports to the Director of District Success.

About the position

Specifically, in this job, you will:

• Provide responsive, empathetic, and accurate supportto educators, school and district administrators and other users through Zendesk, email, chat, and occasional customer meetings or webinars.
• Own customer issues from initial contactthrough resolution, including triage, investigation, documentation, escalation, ongoing communication, and closure with the user.
• Investigate and troubleshoot technical and account-related issues, resolve them when possible anddocument and elevate issues that require additional support.
• Test and verify fixes for customer-reported issues and ensure that resolutions are communicated clearly and accurately to affected users.
• Help educators and districts successfully use Checkology and other NLP resources by providing platform guidance, supporting director-led onboarding and training activities, and creating clear help-center articles, FAQs, troubleshooting instructions, and onboarding materials.
• Maintain accurate customerand issue records, meet established service levels, and follow established escalation and privacy practices.
• Identify recurring customer questions, technical problems, and barriers to successful use, and communicate those patterns and supporting evidence to the Director of District Success.
• Develop and maintain strong knowledge of Checkology, NLP’s instructional resources, educator workflows, and the K-12 technology environment.
• Serve as the primary administrator for Zendesk. Develop workflows or automations and manage the knowledge base to improve NLP’s support processes. Create and present monthly reports.
• Gather information from Product, Engineering and other internal teams; maintain accurate records, manage timelines and stakeholder follow-up. Escalate to the Director of District Success anycomplex compliance, contractual, or implementation related requests as appropriate.

This full-time position is virtual. Highly qualified candidates who live in, and are authorized to work in, the United States are encouraged to apply.

About you

This position will directly impact many thousands of educators and hundreds of thousands of students in schools across the country and plays a pivotal role in shaping and achieving our organizational strategy. As the Customer Support Analyst, you will partner with the Director of District Success to ensure customer issues are clear, well-researched and resolved. While we do not expect candidates to meet all qualifications, the successful candidate will have all or most of the following:

• Three or more years of experience providing customer-facing support for a SaaS product and direct experience working in K-12 education or education technology.
• Demonstrated experience investigating web-application, account, or data-related issues, reproducing reported problems, documenting findings, and working with engineering teams to resolve issues.
• Experience using browser-based troubleshooting tools, dashboards, and basic data queries to investigate customer issues.
• Experience using and administering Zendesk to optimize support processes.
• Experience explaining technical information to nontechnical users and creating customer-facing documentation, help content, and video tutorials.
• Experience working independently and collaboratively in a remote or distributed work environment.

Compensation and benefits

The starting salary for this position is $60,500 to $65,000, but negotiable depending on the candidate's qualifications, experience and our organizational budget.

• including health, vision and dental insurance, a 401(k) plan match, unlimited PTO, flexible work environment and more.

For an overview of our generous benefits package, check it out on our Careers page.

Preference will be given to candidates who reside in the following states: CA, CT, DC, FL, GA, HI, IL, IA, LA, MD, MA, MN, NJ, NY, NC, OH, OK, PA, SC, TX, VA, WA, and WV.

The application deadline is 5 p.m. ET on September 5, 2026.

We hope to hire as quickly as possible for a start date around October 26, 2026.

NOTE: To ensure the integrity and fairness of our anonymized evaluation process in making the initial assessment of candidates based on skills and experience, staff members do not respond to individual inquiries about employment with NLP. Please visit our website for more information.

Our hiring process

Candidates selected to participate will be asked to complete a skills assessment (1-2 hours) and up to three rounds of virtual interviews (2-3 hours total). Interviews are conducted one-on-one and in group settings.

Finalists will be asked to provide references.

The News Literacy Project welcomes applicants from diverse backgrounds. We offer equal opportunity in employment for all qualified persons and prohibit discrimination in employment on the basis of race, color, religion, creed, sex (including sexual orientation and gender identity), national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service or other protected status.

We deeply value diversity in the workplace and strongly believe that a diverse team enriches our organization and strengthens our ability to realize our mission (read/print NLP's Organizational Values and Commitment to Diversity, Equity and Inclusion).