Today, 67% of students and 82% of low-income students can’t read at grade level by the end of third grade. That’s when students are supposed to go from learning to read to reading to learn. It’s America’s number one education crisis and we know how to fix it.
Ignite Reading delivers one-to-one virtual tutoring that teaches every student the foundational skills they need to become a confident, fluent reader. We pair students who need extra support with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes their decoding gaps. We focus on the foundational reading skills—phonics, phonemic awareness, and sight words—kids need to master so they can decode a sentence. Students in Ignite Reading’s program achieve over 2 weeks of reading skills growth per week of instruction, and notably all students achieve the same outstanding results including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch.
Ignite Reading is a mission-driven public benefit corporation. We believe we can do well for our team members and shareholders while we solve one of the nation’s biggest challenges. We believe we will be more successful with a diverse team and are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion.
Your Role
As a key member of our fast-growing and high-performing Customer Experience Team, reporting to the Manager, Technical Support, you will be our leading edge help to ensure our district and school partners promptly receive the support they need to keep day-to-day Ignite Reading program operations in their school buildings running flawlessly.
This role is ideal for those who are true problem-solvers, champions of customer success and are skilled at solving technical issues in an approachable and understandable fashion. On a daily basis, you will be responsible for troubleshooting some of the most technical issues for our clients via our CRM platform which could include customer communication channels such as tickets/cases, emails, and chats. You may also virtually meet with the customers.
Responsibilities include:
- Triage cases and assign to appropriate internal teams
- Troubleshoot tier one support cases for district and school partners
- Address general questions and execute requests from district and school partners that can be quickly addressed by the Technical Support Team
- Escalate, but still manage, cases that require support from Level 2 or Support Engineers
- Adhere to your individual metrics, such as response times or # of cases completed, set by Ignite Reading
- Build a deep comprehension of the Ignite Reading Platform; plus, how the platform integrates with our major partners
- Participate in internal UAT of the Ignite Reading Platform, as needed, in collaboration with the Product and Engineering teams
- Contribute to knowledge base articles and training materials to enable district and school partners to self-serve
Competencies
- 1+ year(s) in a Technical Support role providing customer support
- 1+ year(s) of experience supporting customers through a variety of contact channels including chat, email, and screen shares
- Able to keep up with the Ignite Reading Platform and understand the latest in features/functionality
- Previous experience in a start-up or hyper-growth environment preferred
- Previous experience working with partners in K-12 education preferred
- Enthusiastic personality with superior communication, presentation, and interpersonal skills
- Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple projects simultaneously
- Collaborative team player
- A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands
- Ability to be disciplined yet flexible while working in a remote environment
At Ignite Reading, we’ve decided to embrace a transparent compensation structure for a few reasons:
To promote fairness and equity: This approach supports fairness within our structure. When everyone knows how compensation decisions are made, it reduces the likelihood of pay discrimination based on factors like gender, race, relationships, or negotiation skills.
To provide accountability for our approach: The same role receives the same compensation, with no negotiation.
To build trust within the organization: When employees understand how their compensation is determined, they are more likely to trust organizational structures and decisions, which can lead to overall better culture.
To support legal considerations: Many states are moving to requiring compensation listed on job descriptions and we want to follow these rules.
Salary: $55,000 (this is a full-time exempt role)
We also ensure you have the tools you need to thrive both in and out of work.
- Employee Stock Options
- Medical, Dental, and Vision (80% employee coverage, 50% dependent coverage)
- Short-term disability (100% employer paid)
- Technology Stipend
- Unlimited PTO + 12 paid holidays
- Professional Development Stipend
- Wellness Reimbursement
- Internet Stipend
- 12 Weeks of Parental Leave
- Yearly Staff Retreat
- Voluntary Life Insurance
We believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status. Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested!
We are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion. We are a virtual organization with headquarters in the California Bay Area.
What We Do
When kids learn to read on time their opportunities in school and life improve profoundly. If a child cannot read by the time they are in third grade, they are four times less likely to graduate high school.* In 2022, only 33% of U.S. fourth graders and 31% of eighth graders were reading at grade level (National Assessment of Educational Progress reading assessment scores). Ignite Reading is on a mission to fix this.
Ignite Reading delivers one-to-one virtual tutoring that teaches K-8th graders the foundational skills they need to become confident, independent readers. We pair developing readers with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes decoding gaps. Students across all demographics achieve the same outstanding results–an average of 2.4 weeks of reading skills growth per week of instruction–including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch. By ensuring all students master the foundational skills to fluently read any word, Ignite Reading empowers them to move forward and unlock everything school and life have to offer.
"Ignite Reading is one of the most, if not the most, successful interventions we have implemented in our district. The student results and program design are indisputable."
- Claudia Salvestrin, Assistant Superintendent, Red Bluff Union Elementary School District, CA
