Specialist, Educator Support for Growth & Engagement

Title: Specialist, Educator Support for Growth & Engagement

Reports To: Senior Director, Knowledge & Collections Strategy & Stewardship

Location: US Home Office (Remote)

Status: Full Time; Exempt (S3/B3)

Salary Range*: $58,000 - $65,000

Facing History & Ourselves uses lessons of history to challenge teachers and their students to stand up to racism, antisemitism, and other forms of bigotry and hate.

Position Description: The Specialist, Educator Support for Growth & Engagement is responsible for providing excellent customer service to Facing History’s diverse user base, with a focus on educator, school, and district support. They will be responsible for implementing effective staff training, and supporting other VEST (Virtual Educator Support Team) operational workflows with professionalism, keen insight, empathy, and creativity.

Who You Are: You are a creative problem solver with a passion for helping support members of our community. You enjoy being a key contributor to impactful program development, and have experience providing excellent customer service in remote or hybrid settings. With excellent interpersonal and organizational skills, a successful candidate will be a strong collaborative partner to colleagues across the organization. You have a demonstrated commitment to taking an empathetic, inclusive, communicative approach to your work. You are flexible and curious, and enjoy leveraging technology to support informational and educational needs.

Who We Are: Our team is collaborative, supportive, and flexible. We are customer focused and appreciate our role in supporting the work and mission of Facing History and Ourselves. We embrace a growth-mindset and we are able to pivot/adapt to changes and are good natured in our approach to shifting priorities. We value the strengths we each bring to our team. We deal with complex and sensitive issues and work to maintain professionalism and a good sense of humor, too.

Specific Responsibilities Include:

• Triage customer inquiries via Salesforce on a daily basis and seek resolution to inquiries from centralized support channels, including our website, with occasional phone messages and live chat.
• Provide empathetic, thorough, and consistent responses to unique user inquiries.
• Update and maintain a database of scripted responses, corresponding Quick Texts, and other customer service documentation.
• Collect, synthesize, and analyze data for continuous improvement.
• Provide internal and external end-user support across channels, including Slack and Salesforce. Troubleshoot technical issues with colleagues and end-users. Provide technical support for professional learning and community events during business hours with occasional evening events.
• Develop a deep understanding of Facing HIstory’s work and engage in thoughtful feedback and problem-solving.
• Implement VEST training to staff members and provide one-on-one coaching and support as necessary.
• Support and contribute to concurrent cross-functional projects related to our internal and external customer/educator support programs..
• Assist with Library-related functions, including developing and improving the organizational subscription program.
• Contribute to and follow approved departmental processes as it relates to Educator Support Specialist functions and efficiency.
• Use Slack to collaborate within and across teams and as an intake mechanism for projects, tasks, and support requests.
• Perform other related duties as required by position.

Essential Skills and Qualities:

Facing History understands that restrictive job requirements may exclude historically marginalized groups from applying to jobs for which they are qualified. We take an equitable and holistic screening approach. If you feel you have demonstrated experience and expertise relevant to perform this role, please don’t hesitate to apply!

• Minimum of 2+ years of progressive experience, virtual/hybrid customer service experience through email, live chat, and phone strongly preferred.
• Excellent computer skills, including experience with Google Suite, Microsoft Office, and Salesforce preferred.
• Excellent written and verbal communication skills.
• Experience working with educators and schools/districts preferred.
• Interest in Facing History & Ourselves’ mission and familiarity with education and non-profit settings.
• Passionate about developing processes and systems and contributing to an operations and program management practice that is empathetic, inclusive, and relationship-driven.
• Ability to work independently, prioritize, and creatively problem-solve; ability to manage multiple assignments in a busy, fluid setting. When you hit roadblocks you know when to ask for help, but you can also make recommendations and suggest solutions independently.
• Demonstrated ability to be proactive and curious. You ask questions, you Google things you don’t know and are eager to learn, you learn from your colleagues.
• Demonstrated attention to detail, and time management skills.
• Effective and flexible communication skills as well as excellent organizational skills.
• Disciplined self-starter and independent work committed to iterative and continual improvement.

Benefits Summary: In addition to meaningful and rewarding work, Facing History provides an excellent and competitive compensation and benefits package including medical with a health reimbursement account, dental, vision, life & AD&D, long-term & short-term disability insurance, 403(B) retirement plan with a discretionary organizational contribution, generous paid time off, an employee assistance program, travel assistance plan, pre-tax commuter spending accounts, flexible spending accounts, voluntary Colonial Life group plans, robust wellness programs through aHealthyMe, weekly virtual yoga and meditation, WellCents 403(B) advisement, and a friendly work environment.

Facing History values a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. We are an Equal Employment Opportunity Employer.

Facing History’s Commitment to Diversity, Equity and Inclusion. At Facing History, we honor and value the uniqueness of each and every human being. Our strength as an organization that provides and distributes educational content and pedagogy to teachers across the globe is directly tied to our diversity of staff, leadership, educators, students, scholars, and volunteers. Our commitment is to treat individuals with dignity and to build and maintain a community of full participation, inclusive of the voices, needs, and contributions of all. As an organization, we are deeply aware of the legacies of injustices that persist in society and in the workplace, and we value and promote diversity, equity, and inclusion in their association with excellence.

Remote-first/Hybrid Work Model (US Home Based): Facing History and Ourselves operates in a remote-first/hybrid work model, allowing staff flexibility in both schedules and work locations. This particular position is home-based. Some travel is required.

• We strive to offer competitive salaries commensurate with experience in a similar position. New hires are typically brought into the organization at a salary range between the minimum and midpoint depending on experience and in alignment with internal parity.