Newsela · 8 hours ago
Customer Service Representative (Remote, Philippines)
United States
Full-time
Remote
Mid Level
3+ years expNewsela is looking to hire a Remote Tier 1 Customer Support Representative to join their Customer Experience Department. The role involves handling customer interactions across chat and email, utilizing various support tools to resolve cases, and collaborating with internal teams to enhance customer satisfaction.
E-LearningEdTechEducation
Responsibilities
As a Tier 1 CSR, you will build meaningful connections by handling customer interactions across chat and email with professionalism and empathy
You’ll be the voice of our brand, making a direct impact on customer satisfaction while honing your communication and problem solving skills
In this role, you’ll leverage Salesforce and other internal tools to log, track and resolve customer cases efficiently
You’ll love this because you get to be a detective - analysing issues, identifying solutions, and ensuring customers walk away happy and supported
You will navigate and utilize various support platforms and tools to assist customers effectively and efficiently
If you enjoy learning new systems and using technology to enhance customer experiences, this role will keep you engaged and growing
As a Tier 1 CSR you will work closely with internal teams, providing clear and concise updates to ensure seamless customer experiences
You’ll love this because you will be part of a dynamic team, sharing insights and collaborating to create the best possible customer experience
Qualification
Required
You have 3+ years of customer support, helpdesk, or related experience
You have strong verbal and written communication skills
You have the ability to troubleshoot and problem solve effectively
You have empathy and a customer-first mindset
You have strong time management and multitasking skills
You have familiarity with supporting educators and schools; or experience in tech support and education technology
Techstack: You have experience or can learn quickly to utilize Salesforce OneCRM, Google Workspace, Slack Messaging, JIRA and internal home-grown support tools
Prior experience with remote customer support or working across multiple time zones
Experience working for a US based tech company
Written and verbal English fluency
Experience working US based hours (PHL night shift)
Candidates must have access to and be willing to use their personal computer or laptop for this role. The device can be a Mac (Apple) or PC product
Preferred
Associate or Bachelor's degree in related field is preferred but not required
Experience in EdTech, SaaS, or other fast paced tech environment
Familiarity with Clever, Google Classroom and other LMS integrations
Company
Newsela
Newsela is an Ed-tech startup that takes content from trusted providers and turns it into learning materials.
201-500 employees
H1B Sponsorship
Newsela has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (2)
2022 (4)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$172.16MKey Investors
TCVKleiner PerkinsOwl Ventures
2021-02-25Series D· $100M
2019-03-13Series C· $50M
2017-02-01Series B
Leadership Team
Pep Carrera
Chief Executive Officer
Dan Cogan-Drew
Co-Founder and Chief Academic Officer
Recent News
Government Technology US
2026-01-24
Company data provided by crunchbase