K-12 Product Support Specialist

Position Overview

TheProduct Support Specialist will provide specialization in the area of product licensing and system account management as their primary responsibility, as well as day-to-day operational and customer support, helping ensure a seamless and reliable experience for K12 school and district partners. This role is central to managing customer licensing for both new and returning partners, maintaining accurate records, and supporting ongoing customer engagement throughout the school year.

This position plays a critical role in reviewing purchasing documentation, provisioning licenses, conducting periodic audits, and ensuring alignment between customer agreements and system access. In addition, the role contributes to customer support efforts by assisting with inquiries, resolving issues, and coordinating across internal teams.

This opportunity is well-suited for someone early in their career who is interested in education, customer success, operations, or edtech. The role requires strong attention to detail, clear communication, and the ability to manage multiple priorities in a fast-paced environment. It plays an important part in ensuring accurate licensing, smooth service delivery, and a high-quality experience for K12 school and district partners.

The Product Support Specialist reports to the Customer Support Director.

Key Responsibilities

Licensing and Account Management

• Manage licensing for new and returning K12 customers, including setup, renewal, and adjustments
• Review and process purchasing documents (e.g., contracts, POs) to ensure accuracy and alignment with licensing terms
• Provision licenses within internal systems and ensure correct user access and entitlements
• Maintain accurate records of customer licenses, usage, and renewal timelines
• Conduct periodic license audits throughout the year to ensure compliance and identify discrepancies
• Collaborate with Sales and Customer Success to support renewals and expansions

Customer Support

• Respond to customer inquiries related to licensing, access, and general support needs
• Troubleshoot basic issues and escalate more complex concerns as needed
• Ensure timely follow-up and resolution to maintain strong customer satisfaction
• Support onboarding activities by ensuring customers are properly licensed and ready for use

Project & Operational Coordination

• Track tasks, timelines, and deliverables across licensing and customer support workflows
• Maintain internal systems, documentation, and trackers to ensure accurate and up-to-date information
• Support cross-functional coordination with Product, Content, Services, and Sales teams
• Identify and escalate risks or discrepancies that could impact customer experience, licensing accuracy, or timelines

Process & Administrative Support

• Maintain documentation, templates, and standard operating procedures related to licensing and support
• Assist in improving workflows and identifying opportunities for greater efficiency and accuracy
• Provide general administrative and operational support across Licensing and Customer Support teams
• Assist in preparing summaries or materials for customer meetings, audits, and internal reviews
• Leverage collaboration tools (e.g., Google Workspace, Microsoft Office, Adobe, Slack, Freshdesk, proprietary systems) to support workflows, communication, and documentation

Required Skills & Attributes

• Bachelors degree or equivalent experience
• 13 years of experience in education, customer support, operations, licensing, or edtech
• Strong attention to detail, especially when reviewing contracts and managing data accuracy
• Excellent organizational and time management skills
• Strong written and verbal communication skills
• Ability to manage multiple tasks and deadlines simultaneously
• Problem-solving mindset with a focus on accuracy and customer experience
• Collaborative team player with ability to work cross-functionally
• Experience with Google Workspace (Docs, Sheets, Drive) required