Digital Success Specialist, Customer Success (contractor)

A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 15 million students in all 50 states. For more information, visitamplify.com.

Amplify is seeking full-time, seasonal Digital Success Specialists to join our Customer Success team and play a crucial role in launching educators and students into a successful school year. Digital Success Specialists will coordinate with educational personnel to facilitate timely access to Amplify's services and ensure successful product and training implementation. This opportunity is perfect for tech-savvy individuals who thrive in dynamic environments, excel in problem-solving, and are committed to delivering outstanding customer service.

This is a contract role. Expected contract duration: 05/05/25 - 09/26/25.

Essential Responsibilities:

In this role, you will:

• Ensure customers complete their onboarding documentation accurately and promptly by efficiently managing and prioritizing your assigned tasks.

• Expedite the onboarding process by proactively calling district/school personnel and attending meetings as needed.

• Provide ongoing support to customers by addressing questions/issues encountered during the onboarding process, acting as a product generalist and problem solver.

• Collaborate with internal stakeholders to ensure all necessary customer information is gathered and verified, meeting all requirements for onboarding and implementation.

• Develop and send manual and automated communications to customers as needed, offering clear guidance and updates throughout the onboarding journey.

• Serve as the primary escalation point for customer issues, continuously monitoring and assessing the risk of not meeting onboarding deadlines and proactively driving solutions in a timely manner.

• Maintain accurate records of all interactions and onboarding activities in Salesforce.

You are a good fit for this role if you:

• Proactively engage in new learning with confidence.

• Have a growth mindset about your work and are receptive to feedback.

• Have excellent communication skills, both over the phone and electronically.

• Take pride in being a brand ambassador and delighting customers in every interaction.

• Have confidence in communicating with district/school personnel.

• Are a tech-savvy self-starter who can find solutions to challenges.

• Have a keen attention to detail.

• Thrive in fast-paced environments with high-demands.

• Can adapt to day-to-day changes with ease.

Minimum Qualifications:

• 1+ years of experience in Customer Success, Customer Service, or related field.

• Demonstrated customer service excellence.

• Demonstrated verbal and written communication skills.

• Ability to read and interpret instructional and technical documentation.

• Ability to execute tasks with a high level of accuracy to ensure first-time resolution.

• Strong time management skills with the ability to prioritize tasks and meet deadlines.

Preferred Qualifications:

• Bachelor's degree.

• Experience with Salesforce and Google Suite.

• Understanding of technology applications in the K-12 classroom.

• Experience with Clever, Canvas, Infinite Campus, Schoology, and/or Amplify's product line.

ADDITIONAL INFORMATION

Time commitment: Specialists work 40 hours per week (including designated breaks) from the beginning of May until the end of September. Specialists work an 8 hour shift from 9:00 AM - 5:30 PM in their local timezone. Upon hire, candidates will be able to share their timezone preferences. Once the schedule is set, days and hours are not flexible and the assigned schedule must be followed.

Location: This is a remote position open to candidates residing anywhere within the United States. Applicants must have the legal authorization to work and reside in the U.S.

Availability: Candidates must be available from May 5th - September 26th for full time work. Our busiest time is July 1st - September 26th. Time off requests can not exceed 5 consecutive days or 10 total days during this time period. Specialists should not undertake any other jobs during concurrent hours to ensure full focus and presence in their role.

Online & Camera Policy: Specialists are required to be online, available, and actively engaged throughout their full assigned shifts. Due to the video call nature of our work, specialists must be on camera for meetings, trainings, and customer calls. It is essential that they maintain a professional appearance and setting during these interactions.

Equipment: Specialists will be provided with a MacBook, headset, and mouse to support their role.

Compliance: If currently working for a school or district, working as a Specialist for our Customer Success team must not breach a school district's moonlighting or revolving door policies.

Contract Employment: This role is part of Amplify's contingent workforce. Contingent workers are hired on a temporary, contractual basis to provide specialized services and expertise. You will be employed by a staffing agency, not directly by Amplify. Opportunities to continue beyond the contract period are not in scope for this current role. Future opportunities are contingent upon business demand and require the specialist to be in good standing based on overall performance, professionalism, and customer feedback.

Compensation: The salary for this position is $24/hr for new Digital Success Specialists and $26/hr for Digital Success Specialists with 1+ years of experience in this role at Amplify. Amplify sets salaries through a lens of equity, and based on the requisite skills, education, and experience relevant to the role. As such, rates are non-negotiable in order to maintain equity.

Start Date: May 5th, 2025

Any communication to applicants relating to the Amplify hiring process will only come from email addresses with the domain amplify.com.

Compensation:

The hourly rate range for this role is $24-$26.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hr-payroll@amplify.com.

If you are selected for employment, a background check will be required. As required by state and local laws and district policies, you may be required to provide additional documentation, such as proof of vaccination, or submit to enhanced background screening, such as fingerprinting.

Amplify is an E-Verify participant.