Customer Support Representative [Contract - West Coast Hours]

Clever is on a mission to connect every student to a world of learning. As the leading identity platform for education, more than 111,000 schools worldwide use Clever to power secure digital learning experiences. With Clever’s layered security solutions, schools can protect access and identities for all staff, teachers, and students. With a secure identity platform for schools and a network of leading application providers, Clever is committed to advancing education with technology that works for students everywhere. Clever, a Kahoot! company, has an office in San Francisco, CA, but you can visit us at clever.com anytime. We are looking for Contract Customer Support Representatives to help us deliver outstanding customer experience for our school district and application partners through fast, friendly, and personalized technical support. If you’re interested in connecting with customers via email and phone calls, growing knowledge of the EdTech industry and Clever’s product, and creatively solving technical issues, this is a great opportunity to do all that while connecting every student to a world of learning. We have a highly collaborative and supportive team. We invest in our people. We have a robust 3-week onboarding program, and then you’ll be in our Quality Assurance program for ongoing development. We want to make you successful and have structures in place to support you! This is a contract opportunity that begins on May 18 or June 15 and concludes on September 25, 2026 A DAY IN THE LIFE: Independently manage and prioritize high seasonal volume of customer support requests via phone and email from your individual queue (handle around 40+ phone and email cases a day). Communicate with District Administrators and our Application Partners to resolve product-related issues as our customers are getting their Clever accounts ready for the new school year. Utilize analytical and problem-solving skills to investigate, test, and troubleshoot system features. Navigate and contribute to internal and external product documentation. Collaborate and support the team by sharing ideas and knowledge, being a reliable team member, and willing to help others when needed. Interested to learn more? Check out our blog post on A Day in the Life at Clever for a Customer Support Representative WHAT WE’RE LOOKING FOR: Experience in fast-paced customer-facing positions: you have worked email or phone support before and can independently assess, manage and prioritize support requests based on need (i.e. priority levels, deadline) and risk. Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and define technical solutions to help them achieve their goals.. Comfort navigating ambiguity: you may encounter problems or situations that we have not seen before – you are comfortable with partnering with the customer to find a solution and document learnings. Excellent communication skills: you can explain technical concepts to both technical and non-technical audiences and can communicate and empathize with stakeholders to drive issues to resolution. Technical Prowess: You pick up new technology quickly and love learning how things work. Team player: You are passionate about uplifting and collaborating with others to ensure the team and customers are successful. Interest in education: You believe in Clever’s mission of making it easy to bring great software to the classroom. Bonus: Experience handling issues related to data imports and integrations Experience working with Single Sign On (SSO) or have a basic understanding of SSO Experience working with or in K-12 schools or districts Experience with industry tools such as Salesforce, Slack, Guru, Confluence, Chartio, etc Ability to work during one of the following shifts (Monday - Friday): 7am - 3:30pm PT 9am - 5:30pm PT Ability to work overtime: during mid-August through mid-September, it is expected to work up to 2-4 hours of overtime a day (overtime paid at 1.5x hourly rate). SALARY TRANSPARENCY: Compensation for this role for candidates living in the United States, excluding NYC, NY and San Francisco, CA, is $28 per hour. Compensation for this role for candidates living in NYC, NY and San Francisco, CA, is $31 per hour. INCLUSION AND BELONGING: Clever believes classrooms and our company should be diverse and inclusive. We celebrate actions that build diverse teams, include every voice, and create safe spaces for everyone to bring their authentic selves to work. NOTICE OF ARTIFICIAL INTELLIGENCE USE IN HIRING Please note that Clever Inc. (“Clever”) uses artificial intelligence (AI) tools as part of our hiring process for certain positions. AI Systems Used: Willo.ai (developed by Willo) - Used for candidate assessments BrightHire Screen (developed by BrightHire) - Used for initial phone screening Granola.ai (developed by Granola) - Used for AI-powered transcription and note-taking. Employment Decisions Affected: Recruitment and hiring Purpose and Data Collected: The assessment tool evaluates candidate responses to [e.g., skills questions, situational judgment scenarios] and generates scores that are reviewed by human recruiters The conversational bot conducts initial phone screenings, collecting candidate responses to preliminary qualification questions, which are then reviewed by human recruiters The AI Note-Taking tool allows our interviewers to focus entirely on our conversation rather than manual typing. These transcripts are used solely for internal evaluation and are handled in accordance with our data privacy policy. Human Review: All AI-generated outputs are reviewed by human decision-makers before any hiring decisions are made. Contact: For questions about our use of AI in hiring, contact our Talent Acquisition Team at [email protected]. Accommodation Requests: If you require a reasonable accommodation related to our use of AI tools or if you are applying from a jurisdiction which gives you specific rights to opt out of AI review and you would like to use that right, please contact our Talent Acquisition Team at [email protected] to request an alternative assessment process. Non-Discrimination Statement: Clever does not use AI for any employment decision that has the effect of subjecting employees or applicants to discrimination on the basis of any class protected under the Illinois Human Rights Act, nor do we use zip codes as a proxy for protected classes. Clever does not conduct interviews via text or Telegram. We will never ask for your financial information or reimbursement of equipment of any kind. If you receive any communications regarding employment with Clever that you think might be a scam, please email [email protected]. If you are a resident of Colorado, please note you have the right to redact your age-related information like age, birth date, or dates of schooling. Apply To This Job