Support Services Associate (contractor) - Remote Eligible

Support Services Associate

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.

Amplify is seeking full-time, seasonal, remote Support Services Associates to join our Customer Support team as the first point of contact for customers reporting issues and inquiries across Amplify's suite of products and systems.

In addition to making a direct, tangible impact on educators nationwide, you'll:

• Make a meaningful impact on student learning while building relationships with educators who value your support
• Join a cohort of like-minded colleagues and expand your professional network
• Participate in an interactive onboarding experience with hands-on simulations and mentorship
• Develop technical expertise in educational platforms, CRM tools, and customer support strategies

This is a contract role expected to run from June 15, 2026, through the end of September, aligned with our peak season.

Essential Responsibilities:

• Provide professional support to K–12 educators via phone, chat, and email
• Approach every interaction with empathy, active listening, and patience
• Prioritize and manage a high volume of cases while maintaining quality and response time standards
• Diagnose issues using effective questioning and analytical thinking, and deliver clear, step-by-step solutions
• Leverage available resources, documentation, and internal tools to research and resolve customer issues independently
• Create and maintain accurate case records in Salesforce, including contact details, issue categorization, troubleshooting steps, and resolutions
• Work closely with teammates and cross-functional departments to resolve challenging issues, knowing when to escalate complex or unresolved cases to appropriate teams

You are a good fit for this role if you:

• Are committed to delivering excellent customer experiences
• Communicate clearly and effectively, both written and verbal
• Are very comfortable with technology and basic troubleshooting
• Learn new processes quickly and adapt when circumstances change
• Are a resourceful self-starter who can find solutions to challenges
• Enjoy analytical thinking and problem-solving
• Prioritize quality and accuracy in a fast-paced environment
• Take ownership of your work and embrace feedback for growth
• Have a keen attention to detail

Required Qualifications:

• High school diploma or equivalent
• 1+ years of experience using Google Suite products
• 1+ years of experience working in Customer Service

Preferred Qualifications:

• Degree in Computer Information Technology, Education, or a related field, or relevant certifications
• Experience in an IT/help desk support environment
• Experience with tools such as Salesforce (CRM), Intercom (chat), and Talkdesk (phone)
• Proficiency using Apple/MacBook products

Time commitment: Associates work 40 hours per week (including a 30 minute lunch break and two 15 minute breaks daily). Each associate will work an 8-hour shift between 7am - 9pm Eastern Standard Time (EST). Upon hire, candidates can share scheduling preferences; once set, schedules are fixed.

Location: Remote (U.S. only). Candidates must have the legal authorization to work and reside in the U.S.

Availability: Full-time availability from June 29 - September 25, 2026, with peak workload from August 1- September 11. Time off requests during this period are limited to 2 consecutive days or 5 total days.

Online & Camera Policy: Associates must be online, available, and actively engaged throughout assigned shifts, with reliable high-speed internet and a professional, quiet workspace. Video presence is required for meetings, trainings, and customer calls, maintaining professional appearance and background.

Equipment: Associates will be provided a MacBook, headset, and mouse.

Compliance: Working as a Support Associate must not violate school or district moonlighting/revolving door policies. Teaching or leading roles at a school/district cannot coincide with this position.

Contract Employment: This role is a temporary, contingent position through a staffing agency. Employment beyond the contract period is not guaranteed and depends on business needs, performance, professionalism, and customer feedback.

Compensation: $20/hr for new associates, $22/hr for returning associates. Rates are non-negotiable to maintain equity.

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 hiringaccommodations@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.