Associate Curriculum Support Specialist

Summary Description

The Curriculum Support team plays a critical role in ensuring product quality, customer

satisfaction, and standards integrity across all product lines. The Associate Curriculum Support

Specialist works under supervision to support the team by evaluating and resolving curriculum-

specific client issues to resolution for one or more product lines.

Essential Job Functions

Evaluate customer-reported curriculum issues for accuracy and clarity.

Triage tickets in Zendesk, prioritizing VIP and urgent issues appropriately.

Reassign non-curriculum issues to appropriate teams when necessary.

Apply curriculum, standards, and product knowledge to accurately assess issue type and

resolution pathway.

Takes ownership of assigned tickets and ensures timely and complete follow-through to

resolution.

Act as a Subject Matter Expert (SME) in Math or Science or STEM or ELA.

Collaborate with internal teams to resolve issues.

Manage queue volume effectively while maintaining quality and meeting service-level

expectations.

Communicate professionally and clearly with internal and external stakeholders, orally

and in writing.

Respond to customers following team communication protocols.

Contribute to the creation of and maintenance of team process documents and

guidelines.

Fulfill other Curriculum Support and Maintenance-related responsibilities as required.

Qualifications:

Bachelors degree in Education, Instructional Design, Educational Technology or

mathematics.

Demonstrated subject matter expertise in Mathematics.

Familiarity with state standards and instructional strategies preferred, but not required.

Some teaching experience or industry experience preferred, but not required.

Proficient in Microsoft Office tools (Word, Excel, PowerPoint with the ability to learn new

software/tools quickly.

Strong attention to detail.

Associate Curriculum Support Specialist