Senior Program Success Associate

WHO WE ARE

New Classrooms is a national non-profit organization focused on reimagining math education for all students. We are a fully remote team of educators, technologists, and advocates committed to the idea that all students deserve an educational pathway that meets them where they are and gets them to where they need to be. We partner with schools, districts, and states to support the implementation of our personalized, competency-based math solution, Teach to One Roadmaps, while also advocating for shifts across the K-12 landscape to create the conditions for more student-centered learning.

ABOUT THE ROLE

The Program Success team partners with schools and districts to help educators unlock the full potential of every learner. Through thoughtful use of technology, data, and personalized support, we help teachers and leaders use insights to guide instruction, deepen engagement, and promote equitable learning opportunities. We are looking for a highly organized, detail-oriented, and customer-focused individual to join our team. 

In this entry-level position, you will play a key role in supporting school setup operations, including student rostering, data entry, and responding to requests from schools. You will also help manage our Help Center by fielding incoming requests, routing them to the appropriate team members, and directly addressing inquiries when appropriate. This role is vital to delivering a seamless onboarding experience for schools and maintaining high-quality support for all users throughout the entire customer lifecycle. 

To be considered for this role, you must be available to work during US Eastern Time business hours.

WHAT THIS ROLE DOES

• Manage and execute school setup tasks, including rostering students, entering data accurately into our systems, and handling other setup-related activities.
• Serve as a primary point of contact in the Help Center by monitoring incoming requests, answering questions directly when possible (for school setup), and triaging or routing requests to the appropriate team member for resolution.
• Collaborate with the Help Center team to resolve issues, escalate complex cases, and ensure timely follow-up.
• Contribute to evaluating and enhancing the school setup process to ensure it is efficient, user-friendly, and meets the needs of schools and educators.
• Assist in documenting processes and identifying opportunities for workflow improvements.

KEY COMPETENCIES OF THE ROLE

• Organizational Excellence: You manage multiple priorities with ease, keeping track of ongoing school setups, Help Center requests, and process documentation. You break down complex onboarding processes into clear, manageable steps, ensuring that every detail is addressed and deadlines are met.
• Clear and Supportive Communication: You communicate clearly and professionally with school leaders, and internal teams, whether responding to Help Center tickets, documenting procedures, or collaborating on process improvements. Your written and verbal communication helps users feel supported and informed, and ensures that information is easy to understand and actionable.
• Persistence and Follow Through: You don’t give up when faced with obstacles, whether it’s a tricky data import or a complex support request. You persistently seek solutions, involve others when needed, and ensure that every issue is resolved to satisfaction. 
• Active Listening: You listen attentively to educators and colleagues, seeking to fully understand their questions, concerns, and feedback. Your patience and empathy help you identify the root of issues and respond in a way that truly meets users’ needs.
• Adaptability in a Dynamic Environment: You remain flexible and open to change, adjusting your approach as school needs, technology or internal processes evolve. When priorities shift or new challenges arise, you adapt quickly and maintain a positive, solutions-oriented attitude.

WHAT WE ARE LOOKING FOR

• You embody our core values : Prioritize People, Initiate and Innovate, Lifelong Learning, Creative Collaboration, Purposeful Partnerships and Considered Confidence.
• 2+ years of experience working in or alongside K–12 school environments (e.g., teaching, instructional support, or school-based programs) strongly preferred
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Customer service mindset with a proactive approach to problem-solving.
• Ability to manage multiple tasks and prioritize effectively.
• Comfortable working with data and learning new software tools, such as Atlassian/Jira or Salesforce.
• Prior experience in customer service or support is a plus.
• Available to work during US Eastern Time business hours.

ROLE CLASSIFICATION AND BENEFITS

This role is remote, full-time, and includes benefits such as rich medical, dental, and vision insurance, 41 paid days off per year (prorated for the period in which you work), paid parental leave, a professional development budget and a quarterly cell phone subsidy.

The hiring salary range for this role is $52,000 - $55,170 and will be commensurate with experience. We have a hiring salary range of $58,000 - $61,300 for specific higher cost of labor locations, which include New York City, Washington DC, Boston, San Francisco/Oakland, Los Angeles, Seattle and their metro areas.

New Classrooms is a fully remote organization. All employees work from home, and occasionally travel for in-person get-togethers and off-sites.

EQUAL OPPORTUNITY

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.