📍 Job Overview

Job Title: Customer Support Analyst
Company: IXL Learning
Location: Chicago, IL
Job Type: Hybrid (4 office days per week)
Category: Customer Support
Date Posted: June 25, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site with 1 remote day per week

🚀 Role Summary

Serve as the first point of contact for Wyzant customers, providing exceptional product and technical support via phone and email.
Collaborate with a small team to manage customer relationships and ensure seamless customer experiences.
Troubleshoot and resolve complex user concerns with a positive and empathetic approach.
Maintain customer information in Salesforce and proactively identify trends for process improvement.
Meet and exceed team and individual benchmark metrics while delivering high-quality service.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a metrics-driven environment. Previous customer support experience is not required but would be beneficial.

💻 Primary Responsibilities

Customer Support: Provide exceptional product and technical support to Wyzant customers via phone and email, ensuring first-contact resolution and a seamless customer experience.
Relationship Management: Collaborate with the team to manage customer relationships and resolve user concerns effectively.
Salesforce Management: Maintain customer information in Salesforce during and after each correspondence.
Troubleshooting: Resolve complex and heightened user concerns with a positive and empathetic approach.
Process Improvement: Proactively surface trends and collaborate with the team to drive continuous process improvement.
Quality Assurance: Deliver exceptional quality while meeting and exceeding team and individual benchmark metrics.
Technical Learning: Learn and execute technical and operational processes to provide accurate and efficient support.

🎓 Skills & Qualifications

Education: Bachelor's degree (BA/BS) in any field.

Experience: 0-2 years in a customer-facing position, preferably in customer support or a related field.

Required Skills:

Excellent written communication skills and superior attention to detail
Excellent interpersonal communication skills and the ability to utilize empathy and patience
Strong problem-solving skills and the ability to think critically and creatively
Ability to learn and master basic technical troubleshooting assistance
Motivation to meet and exceed expectations in a metrics-driven environment
A positive and professional attitude and outlook with customers and coworkers

Preferred Skills:

Previous experience in customer support or a related field
Familiarity with Salesforce or similar CRM software
Knowledge of Wyzant or similar tutoring platforms

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $19 - $22 per hour, depending on experience and location. This is a full-time position with benefits.

Benefits:

Comprehensive benefits package, including health, dental, and vision insurance
401(k) retirement plan with company match
Generous paid time off and holidays
Employee discounts on IXL Learning products and services
A dynamic, collaborative work environment with opportunities for growth and development

Working Hours:

Monday-Friday, 11:00am - 7:00pm CT (training hours may differ)
Paid overtime may be required
Holiday coverage may be required, based on department needs

🎯 Team & Company Context

🏢 Company Culture

Industry: Education Technology (EdTech)

Company Size: Large (over 1,000 employees)

Founded: 1998

Team Structure:

Small, collaborative customer support team for Wyzant
Cross-functional collaboration with other teams, such as product and engineering
Flat hierarchy with opportunities for growth and advancement

Development Methodology:

Agile/Scrum methodologies for continuous improvement and process optimization
Regular team meetings and one-on-ones to foster communication and collaboration
Data-driven decision-making and a focus on metrics and performance

Company Website: IXL Learning

📝 Enhancement Note: IXL Learning is a large EdTech company with a diverse range of products, including IXL, Rosetta Stone, Wyzant, and Teachers Pay Teachers. This role is part of the customer support team for Wyzant, a tutoring platform that connects students with qualified tutors.

📈 Career & Growth Analysis

Customer Support Analyst Role: Entry-level position responsible for providing exceptional customer support and managing customer relationships. This role offers opportunities for growth and advancement within the customer support team and the broader organization.

Reporting Structure: Reports directly to the Customer Support Manager for Wyzant.

Technical Impact: Directly impacts the customer experience and satisfaction for Wyzant users, including tutors, parents, and students.

Growth Opportunities:

Promotion to Senior Customer Support Analyst: After 1-2 years of strong performance, there may be opportunities to advance to a senior role with more responsibilities and leadership opportunities.
Transfer to other teams or products: With experience and demonstrated skills, there may be opportunities to transfer to other teams or products within the IXL Learning family of companies.

📝 Enhancement Note: Career growth opportunities at IXL Learning are based on individual performance, skills, and the needs of the business. While there are opportunities for advancement, growth is not guaranteed and may depend on various factors, such as company performance and available positions.

🌐 Work Environment

Office Type: Modern, collaborative office space with open work areas and private meeting rooms.

Office Location(s): Chicago, IL (with 1 remote day per week)

Workspace Context:

Collaborative work environment with a focus on teamwork and communication
Access to multiple monitors, testing devices, and other tools to support customer support efforts
Opportunities for cross-functional collaboration with other teams, such as product and engineering

Work Schedule: Monday-Friday, 11:00am - 7:00pm CT, with the option to work from home one day per week.

📝 Enhancement Note: The work schedule for this role is designed to accommodate customer support needs during peak hours. The option to work from home one day per week provides flexibility while maintaining a strong on-site presence for collaboration and training.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen to assess communication skills and cultural fit
In-depth phone or video interview to discuss customer support experience, problem-solving skills, and technical proficiency
On-site or virtual final interview with the Customer Support Manager and other team members to assess fit and answer questions

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

Customer Support
Customer Experience
Problem Solving
Communication Skills
Empathy
Salesforce
Process Improvement
Metrics-Driven Environment
Team Player
Customer Relationship Management
Technical Troubleshooting
Attention to Detail
Critical Thinking
Collaboration
Customer-Facing Role
Entry-Level Position
Customer Support Team
Customer Satisfaction
Customer Success

📝 Enhancement Note: While this role does not require technical challenges or portfolio reviews, demonstrating strong communication skills, problem-solving abilities, and a customer-focused mindset is essential for success in the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and ensuring their needs are met with every interaction
Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support
Positivity: Maintaining a positive attitude and outlook, even in challenging situations
Professionalism: Acting with integrity and respect in all customer interactions
Continuous Learning: Staying up-to-date with product updates, technical changes, and best practices in customer support

Collaboration Style:

Teamwork: Working closely with team members to ensure consistent and seamless customer experiences
Communication: Maintaining open and transparent communication with customers and team members
Knowledge Sharing: Collaborating with team members to share best practices, troubleshooting tips, and customer insights
Cross-Functional Collaboration: Working with other teams, such as product and engineering, to improve customer support processes and drive customer satisfaction

📝 Enhancement Note: The customer support team at IXL Learning values collaboration, communication, and continuous learning. By working together and sharing knowledge, the team can provide exceptional customer support and drive customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex User Concerns: Addressing complex and heightened user concerns with a positive and empathetic approach
Time Management: Balancing multiple customer interactions and prioritizing tasks effectively
Adaptability: Quickly learning and adapting to new products, features, and support processes
Continuous Learning: Staying up-to-date with product updates, technical changes, and best practices in customer support

Learning & Development Opportunities:

On-the-Job Training: Learning from experienced team members and mentors through daily interactions and support sessions
Workshops and Seminars: Attending workshops and seminars focused on customer support best practices, communication skills, and problem-solving techniques
Career Development: Pursuing career development opportunities, such as promotions, transfers, or new roles within the organization

📝 Enhancement Note: While this role presents unique challenges, it also offers opportunities for growth and development. By embracing these challenges and seeking out learning opportunities, customer support analysts can build a successful career in customer support and beyond.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Describe how you would handle specific customer support scenarios, demonstrating your problem-solving skills, empathy, and communication skills
Process Improvement: Discuss your approach to identifying trends and driving continuous process improvement
Salesforce Experience: Explain your experience with Salesforce or similar CRM software, highlighting your ability to manage customer information and maintain data accuracy

Company & Culture Questions:

Customer Support Culture: Explain how you would contribute to a positive and collaborative customer support culture at IXL Learning
Teamwork: Describe your approach to working with team members to ensure consistent and seamless customer experiences
Customer Focus: Discuss your commitment to putting customers first and ensuring their needs are met with every interaction

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: To prepare for the interview process, focus on demonstrating your strong communication skills, problem-solving abilities, and customer-focused mindset. By highlighting your relevant experience and sharing specific examples of how you have provided exceptional customer support, you can make a strong impression and increase your chances of success.

📌 Application Steps

To apply for this Customer Support Analyst position:

Submit your application through the IXL Learning careers page.
Tailor your resume to highlight your relevant customer support experience, communication skills, and problem-solving abilities.
Prepare for the interview process by practicing customer support scenarios, process improvement discussions, and Salesforce experience questions.
Research IXL Learning and the Wyzant product to demonstrate your understanding of the company and its offerings.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing customer experience, communication, and problem-solving skills
Include customer support methodologies, empathy, and active listening techniques
Emphasize customer support team dynamics, collaboration with other teams, and customer-focused culture
Address customer support career progression, leadership opportunities, and technical skill development
Provide tactical advice for customer support interviews, portfolio development, and project case studies (if applicable)

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute customer support and relevant keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and customer support specialization

Industry Expertise:

Include specific customer support technologies, tools, and methodologies relevant to the role
Address customer support career progression paths and technical leadership opportunities in customer support teams
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies (if applicable)
Include customer support-specific interview preparation and coding challenge guidance (if applicable)
Emphasize customer support best practices, customer experience design, and customer-focused culture

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use customer support industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to customer support professionals
Provide actionable insights that give customer support candidates a competitive advantage
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement

Customer Support Focus & Portfolio Emphasis:

Emphasize customer support best practices, empathy, and active listening techniques
Include specific portfolio requirements tailored to the customer support discipline and role level (if applicable)
Address customer support-specific challenges, problem-solving methods, and performance optimization (if applicable)
Focus on customer presentation skills and stakeholder communication for customer support projects (if applicable)
Include technical presentation skills and customer support-specific interview preparation guidance (if applicable)

Avoid:

Generic business jargon not relevant to customer support roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-customer support terminology unless relevant to the specific customer support role
Marketing language unrelated to customer support, customer experience, or customer-focused culture

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.

Customer Support Analyst, Wyzant