Customer Support & Course Production Specialist

Teach Safe is seeking a Customer Support & Course Production Specialist to provide excellent support to our students and partners while also helping build and maintain online courses within the Teach Safe platform.

This is a hands-on role for someone who enjoys both helping people and working with technology. The position combines day-to-day customer support with online course production. Course content and instructional design will generally be provided by other team members; this role is responsible for turning that content into a polished, functional online course.

The ideal candidate is organized, detail-oriented, comfortable learning new technology, a strong communicator, and able to move easily between customer-facing work and focused course-production projects.

Key Responsibilities:

Customer Support

• Provide friendly, professional support to students, parents, driving schools, and other Teach Safe partners.
• Respond to customer questions through phone, email, chat, and other support channels.
• Assist users with account access, course navigation, registration, completion, certificates, and other common questions.
• Troubleshoot technical and account-related issues and determine when an issue should be escalated.
• Clearly explain processes and solutions to customers with varying levels of technical experience.
• Document customer interactions and actions taken accurately.
• Follow established procedures for student and partner account management.
• Work with other team members to resolve issues and improve the customer experience.
• Identify recurring questions or problems and help improve internal processes and support resources.

Course Production

• Build online courses within the Teach Safe platform using content and course plans developed by instructional design and curriculum team members.
• Create and format lessons, pages, quizzes, assessments, activities, and other course components.
• Add and appropriately format text, images, graphics, audio, video, links, and other multimedia.
• Configure course navigation, lesson sequencing, settings, and functionality according to provided specifications.
• Implement accessibility elements such as alt text, captions, transcripts, and audio/read-aloud content as required.
• Make content updates and revisions to existing courses.
• Maintain consistency in formatting, terminology, layout, and course presentation.
• Test courses from the student's perspective to identify errors or usability issues.
• Verify links, media, quizzes, navigation, and other course functionality before release.
• Follow established quality assurance procedures and document completed work.

Platform & Technical Support

• Develop a strong working knowledge of the Teach Safe platform from both the student and administrative perspectives.
• Troubleshoot basic platform and course issues.
• Recognize when an issue is related to course configuration, user error, or a potential software problem.
• Clearly document software issues so they can be escalated to the appropriate team.
• Assist with testing new platform functionality and course features.
• Provide feedback on opportunities to make the platform easier for students, partners, and internal users.

Qualifications Required

• Very strong written and verbal communication skills.
• Excellent attention to detail.
• Comfortable working with technology and learning new software.
• Ability to follow detailed instructions and established processes.
• Strong organizational and time-management skills.
• Ability to troubleshoot problems logically and patiently.
• Comfortable communicating with customers by phone, email, and chat.
• Ability to work independently while also collaborating with a small team.
• Ability to shift between customer support responsibilities and project-based course production work.
• Strong proofreading skills and ability to identify inconsistencies or errors.

Preferred

• Experience in customer service, technical support, education, eLearning, or software.
• Experience with a learning management system (LMS), website builder, content management system, or similar software.
• Experience formatting or publishing digital content.
• Familiarity with basic accessibility practices such as alt text, captions, and accessible online content.
• Experience testing websites, software, or online courses from an end-user perspective.

Previous professional experience in course development is not required. We are looking for someone who is technically capable, detail-oriented, eager to learn, and comfortable working within established course-development processes.

Skills We're Looking For

The successful candidate will be:

• Tech-savvy — comfortable exploring software and learning how systems work.
• Detail-oriented — notices formatting problems, broken links, missing content, and inconsistencies.
• People-oriented — enjoys helping customers and communicating with different types of users.
• A problem solver — willing to investigate an issue rather than simply pass it along.
• Organized — able to keep track of customer needs and longer-term course projects.
• Adaptable — comfortable moving between support work and focused production work throughout the day.
• A clear communicator — able to explain information simply and document work accurately.
• Reliable and collaborative — follows established processes while contributing ideas for improvement.

What Success Looks Like

A successful Customer Support & Course Production Specialist becomes highly proficient in the Teach Safe platform and can confidently support students and partners while independently completing assigned course-production work.

They can take approved course content and specifications and turn them into a complete, polished, functional online course, while also providing responsive, accurate, and positive support to Teach Safe customers.

As the employee develops experience, there may be opportunities to take on more advanced course-development, platform, onboarding, or partner-support responsibilities.

Pay: From $20.00 per hour

Expected hours: 15.0 – 30.0 per week

Work Location: In person