Math Coach & Tier 2 Customer Care Specialist

Job Title: Math Coach & Tier 2 Customer Care Specialist

About the Role

Elephant Learning is looking for a math-savvy educator who can guide parents and students through their learning journey while also handling advanced customer support issues. This role blends instructional expertise with strong troubleshooting and communication skills. You'll support families using the Elephant Learning system, diagnose Tier 2 issues, and ensure a smooth and effective learning experience.

Key Responsibilities

Math Coaching & Learning Support (Primary)

• Conduct 1:1 or group coaching sessions with parents/students to explain learning progress, goals, and strategies.
• Interpret assessment data within the Elephant Learning platform and use it to guide personalized recommendations.
• Help parents understand how to support their child's math development using the Elephant Learning methodology.
• Review student progress and proactively reach out when intervention or guidance is needed.
• Create clear, concise learning plans based on data trends and user goals.

Tier 2 Customer Care (Secondary)

• Handle escalated support issues that require deeper investigationaccount anomalies, platform behavior, progress discrepancies, payment concerns, etc.
• Collaborate with Tier 1 agents to take over cases requiring advanced expertise or technical diagnosis.
• Troubleshoot issues within the app and work with engineering/support teams for resolution.
• Document recurring issues and suggest improvements to product or support processes.
• Maintain high-quality communication with customersclear, empathetic, and solution-driven.

Requirements

• Strong math competency (Grade K8 conceptual understanding).
• Background in teaching, tutoring, coaching, or educational consulting preferred.
• Excellent communication skillsable to explain math concepts and data insights in simple language.
• Experience with customer support; Tier 2 / technical support exposure is a plus.
• Problem-solving mindset with attention to detail.
• Comfortable working with multiple systems, dashboards, and support tools.
• Ability to stay patient, composed, and professional with parents who may be stressed or confused.
• Self-driven and organizedable to manage coaching sessions, follow-ups, and support tickets simultaneously.

Preferred Qualifications

• Experience in EdTech, math instruction, or child learning psychology.
• Familiarity with support platforms (Zendesk, Intercom, Freshdesk, etc.).
• Ability to analyze user data and translate it into actionable insights.
• Prior experience working remotely with customers across time zones.