Operations Associate (Remote)

About Test InnovatorsWe are Test Innovators. Fourteen years ago, we set out to help students succeed on standardized tests. In the process, we’ve begun disrupting old-fashioned educational assessment, and isn’t it about time?We’ve built an online platform that identifies individual student needs, creating a personalized learning experience by providing tailored feedback to foster growth. Over 500,000 students have used our platform, and we partner with hundreds of schools and non-profit organizations, many of which help disadvantaged students.We believe that we have a good shot at disrupting a multi-billion dollar space that hasn’t changed in about 70 years. The right candidate is a self-starter who contributes enthusiasm, appreciates the importance of education, and can help us innovate into the future.About the roleYou will be joining our operations team, which is responsible for the stellar experience of our users, and reporting to the Director of Operations. You will be working with our customers and partners—parents, teachers, school administrators, and tutoring companies—to ensure that problems are solved, that questions are answered, and that everyone is blown away by their experience.This is a critical role; a big part of our growth so far has been word of mouth by happy parents and organizations.This is a fully remote position, with the exception of one in-person retreat each year. Travel expenses are paid for by the company.Please note that weekend work will be required for this role. Our busy season is September through January, and Operations Associates can expect a shifted schedule with weekend work during that part of the year (Saturday through Wednesday, or Wednesday through Sunday).Here is a short video about the role: https://vimeo.com/424163862/b1b95c2499 (Celena is now our Director of Marketing!)Your responsibilities will include:Being the face of Test Innovators for families, schools, and educatorsProviding inbound support via phone, live chat, and emailUsing your expertise to answer questions about our services to prospective customersInvestigating and solving troubleshooting requestsDiagnosing and reporting bugs & issues, and working with our developers & leadership team to ensure that problems are prioritized and fixed in a timely mannerTracking customer feedback to help guide product improvement & developmentContributing to the setup and onboarding of new programsThis is a junior role with lots of room for growth and numerous ways to make an impact. In addition to supporting our new and existing users, you will use your first-hand experience to advocate for product enhancements, run quality assurance of new features, contribute to our marketing efforts with email campaigns and blog posts, and work with everyone on our small team. You are also eligible for equity in the company.You will be joining a high growth company where everyone’s roles are continuing to expand. While the primary responsibility of our operations team is to provide excellent customer support, our team members are empowered to build their skills and contribute across the company. Many have taken on responsibilities in areas like accounting, curriculum development, proctoring, web design, and sales.A bit about you:You are a driven, intelligent person who is fluent in technology and eager to learn new tools. You enjoy talking to people you don’t know. You’ve been a gifted and dedicated student—you might even find a bit of guilty pleasure in the scratch of a pencil against a scantron sheet.You are an excellent communicator who enjoys a customer-facing role, can manage projects and deadlines with limited direction, will thrive in a remote startup-style environment, and are a highly capable writer with an uncompromising eye for detail.You are a self-starter who contributes enthusiasm, appreciates the importance of education, and can help us innovate into the future.Qualifications and SkillsRequired:Bachelor’s degreeA quiet place to work without disruption, and a strong internet connectionExcellent written and verbal communication skillsAbility to multitask and prioritizeAbility to work in a team environmentStrong organizational skills, a close attention to detail, and a self-starter mentalityA curious mind and a knack for problem solvingExcitement to join the Test Innovators team on a yearly in-person retreat (travel funded by the company)Ability to work 1-2 weekend days from September to JanuaryEnthusiasm for adopting new tools and technologiesAbility to work Eastern Time hours (8:30 AM – 5:30 PM ET)Must reside in and work from one of the following US states: AZ, CA, CO, FL, GA, IL, IN, HI, KY, MA, MT, NV, NH, NY, NC, OH, OR, PA, RI, TN, TX, WAPlease be sure to submit a cover letter that explains how your past experience and future goals are a strong match for this role. We are looking for excellent communicators. Stand-out applicants submit original, thoughtful letters—a generic, copy-pasted letter tells us nothing about you and will not help your application.Nice to have:Experience in a customer-facing roleDemonstrated success in a remote-work environmentExperience with ZendeskExperience in the field of education or edtechCompensation & Benefits:Starting Salary: $47,000 - $55,000, commensurate with experienceMedical Coverage: premiums fully covered by the companyPaid Time Off: 15 PTO days annually, plus 10 paid company holidays401(k) Program: Company contributions begin after 1 year of serviceWellness Benefit: Gym & fitness reimbursementOwnership: Company equity optionsExpected start date for this role is August 3, 2026