Product Operations Support Specialist

Pansophic Learning

. Provide second-level support for escalated Zendesk tickets after helpdesk triage .

Posted 10/15/2026full-timeRemote • United StatesJunior💰 $50,000 - $55,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing second-level support for Zendesk tickets and managing vendor relationships within K-12 education. Proficient in creating documentation and training materials while effectively coordinating cross-functional teams.

Highest-signal resume keywords

Zendesk SupportLearning Management SystemsStudent Information SystemsVendor Relationship ManagementDocumentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing System ExperienceEnd-User DocumentationTraining Material DevelopmentProcess ImprovementIssue Resolution

Soft Skills

Strong Communication SkillsHighly OrganizedAbility to Work Independently

Tools & Technologies

ZendeskJiraClever

Certifications & Qualifications

College Degree Preferred

Industry Keywords

K-12 EducationCurriculum ToolsInternal SystemsVendor CommunicationsCross-Functional Support

About the role

Key responsibilities & impact

Provide second-level support for escalated Zendesk tickets after helpdesk triage
Investigate and resolve issues involving curriculum tools, Learning Management Systems, Clever, Student Information Systems, and internal systems
Escalate complex or unresolved issues and track them through resolution
Serve as a knowledgeable resource for the helpdesk
Organize vendor communications, open issues, and follow-ups
Schedule and manage vendor meetings, agendas, onboarding, and routine check-ins
Create and maintain documentation, help articles, SOPs, FAQs, and internal knowledge-base content
Support training logistics, materials, scheduling, and tool rollouts
Identify recurring support issues indicating training gaps
Provide cross-functional escalated support and coordinate across teams
Partner with the Product Operations Manager and Product Operations team on process improvements

Requirements

What you’ll need

1–3 years of professional experience, ideally in a support, operations, or coordination role
Experience working in K-12 education
Strong written and verbal communication skills
Highly organized, with the ability to juggle multiple tools, tickets, and vendor relationships
Comfortable learning new software tools and systems quickly
Experience with a ticketing system; Zendesk and Jira preferred
Ability to work independently in a fully remote environment
College degree preferred
Familiarity with Learning Management Systems, Student Information Systems, or Clever preferred
Experience supporting or coordinating vendor relationships preferred
Experience creating end-user documentation or training materials preferred

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Life insurance
Long-term disability insurance
Short-term disability insurance
10 paid holidays annually
Paid Time Off covering sick, vacation, and personal absences
Four health insurance plans with different deductibles and co-insurance levels
Choice of co-pay or High Deductible Health Plans