For over two decades, BrainPOP has been trusted by educators and parents worldwide as a source of engaging and impactful learning experiences for all kids. With a presence in over two-thirds of U.S. districts through school and district subscriptions and an estimated annual reach of 25 million students, BrainPOP is empowering kids to take agency over their learning and excel in and out of the classroom.

The company was acquired in 2022 by KIRKBI, the family-owned holding and investment company of the LEGO brand, marking a significant milestone as their first acquisition in the digital learning realm. We are thrilled to continue making learning fun and accessible with the strategic guidance and support of KIRKBI.

About the Role

We’re seeking a dedicated Customer Support Expert to join our team! This position will report to the Customer Support Manager. If you have experience in customer service or technical support roles in a contact center environment and are seeking to keep growing your career within a welcoming and positive team, then this opportunity is for you!

In this role, you will:

Provide a remarkable support experience in every interaction – via phone and email – to the broad spectrum of subscribers who use BrainPOP on different platforms
Assist subscribers with a variety of issues that include but are not limited to diagnosing and troubleshooting technical issues, product usage questions, onboarding and product configuration, billing and subscription inquiries
Perform thorough, in-depth investigation into technical issues, identify the correct course of action, and log the steps taken to produce an accurate report of each issue and their resolution
Work cross-functionally with internal departments (Implementation, Sales, Editorial, QA, Product, Marketing, Finance) to ensure the efficient resolution of issues
Have constant interaction via Slack and Zoom with your peers and the team leadership to report emerging issues, request assistance, and prioritize or escalate user concerns
Utilize your unique skills and abilities to make an impact on our team by working together on interesting and challenging projects within BrainPOP

You Are:

An optimistic individual with strong interpersonal skills and an outgoing personality
Passionate about customer service excellence with superb communication skills
Comfortable breaking down complex technical concepts into easy-to-understand instructions
A naturally curious person with a passion for finding and resolving technical issues
A self-starter with excellent organizational skills, able to work well independently and with multiple teams from different technical backgrounds

On Your Resume:

2+ years of experience in technical support or customer service roles in a contact center environment or virtual/remote teams
Experience managing tickets in Zendesk (or similar) and JIRA
Familiarity with Google Workspace applications (Slides, Sheets, Docs, etc) and Slack
Familiarity with Salesforce
Able to demonstrate a depth of knowledge on third party integrations (from implementing to troubleshooting)
Expertise in writing bugs tickets and feature requests
Proven ability to handle complex scenarios with high level administrators from schools and districts

A Strong Plus:

Familiarity with common SSO integrations such as Clever, OneRoster, Google, and LTI
Experience in the education or edtech fields
Multilingual

Location:

The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

We can employ individuals residing in the following approved hiring states*:

California
Connecticut
Florida
Georgia
Illinois
Massachusetts
Missouri
New Jersey
New York
North Carolina
Oregon
Pennsylvania
Tennessee
Texas

We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on a number of factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate.

USA Pay Scale

$58,000—$61,000 USD

Life at BrainPOP

At BrainPOP, our work directly impacts how teachers teach and students learn. They inspire us to build solutions that facilitate joy and meaningful learning outcomes. Our commitment to educators and kids is reflected in our dedication to the BrainPOP team: ensuring their experience is empowering, creative, collaborative, playful, and anchored in learning and growth.

Our team is made up of educators, data scientists, published authors, engineers, artists, bakers, film buffs, cyclists, dual citizens, and so much more. We value diversity and inclusion, collaboration, and learning from multiple perspectives.

We believe that a diverse organization is a more effective organization. BrainPOP is an Equal Opportunity/Affirmative Action Employer.

Apply for this Job

* Required

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Cover Letter

Dropbox Google Drive

(File types: pdf, doc, docx, txt, rtf)

Why do you want to work at BrainPOP? *

Do you have any experience working with help desk software or apps? (i.e, Zendesk) *

Are you multilingual? *

Are you a resident of one of our 14 approved hiring states? *

If you are not located in an approved hiring state as listed would you be willing to relocate to an approved hiring state?

Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)? *

Are you legally authorized to work in the United States? *

What are your preferred pronouns? *

LinkedIn Profile *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in BrainPOP’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Are you Hispanic/Latino?

Please identify your race

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Our system has flagged this application as potentially being associated with bot traffic. Please turn off any VPNs, clear your browser cache and cookies, or try submitting your application in a different browser. If this issue persists, please reach out to our support team via our help center.

Please complete the reCAPTCHA above.