Customer Support Specialist - Night - Online

Company Description CreateNLearn is dedicated to transforming how students engage with STEM, AI, Music, and Math through fun, hands-on, project-based learning experiences. The team includes experienced educators, engineers, and game developers who design programs that make coding, technology, and creative subjects accessible and engaging for learners of all levels. Courses integrate platforms such as Minecraft, Roblox, Scratch, Python, music creation tools, and math puzzles to connect learning with real-world problem-solving.

By fostering creativity and critical thinking, CreateNLearn helps students build practical skills and confidence in a supportive online environment. Role Description The Customer Support Specialist - Night - Online is a remote contract role responsible for assisting students, parents, and educators with inquiries related to classes, accounts, scheduling, and technical access during evening hours. Daily tasks include responding to support tickets, live chat messages, and emails, guiding users through troubleshooting steps, and escalating complex technical issues when needed.

The specialist will provide clear, empathetic communication, ensure timely resolutions, and document common issues to help improve support processes and user experience. This role also involves coordinating with instructional and technical teams, monitoring platform performance, and maintaining a professional and calm presence in all customer interactions. Qualifications Strong Customer Support and Customer Satisfaction skills to handle inquiries, resolve issues, and ensure a positive experience.

Excellent Interpersonal Skills to communicate clearly, empathetically, and professionally with students, families, and colleagues. Technical Support capabilities to guide users through basic troubleshooting and navigate online learning platforms effectively. Analytical Skills to identify patterns in support requests, suggest improvements, and prioritize tasks efficiently.

Comfort working night shifts in a fully remote environment with reliable internet access and a quiet workspace. Prior experience in online education, tutoring, or support for edtech platforms is preferred. Ability to multitask, use ticketing or CRM systems, and follow documented processes and escalation procedures.

High school diploma or equivalent required; additional coursework or training in customer service or IT support is a plus.