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Customer Support Representative (Seasonal)


Faria Education Group

Job Description

Faria is a leader in international education systems and services, providing an integrated systems suite for learning, admissions, school-to-home, and online courses and study services to over 10,000 schools and 4 million students in over 155 countries.

We are looking for Educators familiar with one (or more) Faria products who are keen to join our Support and Customer Training teams in a temporary/seasonal capacity from August to November. This role is offered as remote, contracted work, either full-time or part-time. Applications from all regions/time zones are accepted and close on July 15th.

In this role, you will be responsible for customer support as part of our Services & Support team. The right candidate will likely be an Educator currently taking a career break, on sabbatical or maternity leave, or generally available temporarily. They will have previously used ManageBac, OpenApply, SchoolsBuddy, and/or Atlas, ideally at an Administrator level. Familiarity with more than one product is a plus.

This role will require working independently to stay focused on priorities in a fast-paced environment while working within a highly collaborative global team. We are looking for creative thinkers who can apply their experience and adapt it to the relevant needs of our global school customer base while adhering to our high customer service standards.

Please note: we cannot accept applications from current Faria customers.

Key Responsibilities

Customer Training

  • Provide initial Onboarding calls and support to new customers, establishing priorities, timelines, and next steps.
  • Provide online Training sessions on account set-up
  • Provide online Training sessions for existing customers, potentially for new features or new use cases
  • Follow up with customers to ensure successful adoption and offer further support

Customer Support

  • Running email & telephone support operations, responding to support tickets from teachers & school admins
  • Ensuring that our quality of service (e.g., support request times and resolutions) is maintained at levels of excellence
  • Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
  • Devising ways to improve our help and support materials

A Normal Week

Over the course of a normal week, you would have:

  • Responded to 150-200 support emails or tickets
  • Talked with 15–20 school requests by phone
  • Conducted 5-10 online training sessions or onboarding calls
  • Relayed bugs or feature requests as a result of feedback from schools

Depending on the candidate’s timezone, experience, and the particular Faria product, the role may see a focus on a particular support steam (Eg, Customer Tickets or Customer Training only)


What are we looking for?

Prior Experience & Requirements

  • Experience and familiarity with a Faria product (ManageBac, OpenApply, SchoolsBuddy, Atlas), ideally within the last 3-5 years.
  • Strong written and oral English communication skills with careful attention to detail.
  • Interest in EdTech and International Education, with a desire to make life better for students and schools.
  • Demonstrated competence / Self-learning

Capabilities & Character

  • Product Knowledge & Understanding of School ‘Jobs-to-be-Done’.
  • Ability to work autonomously and collaborate with other departments on small projects and tasks.
  • Proven Commitment during Crisis.
  • Online Presence & Responsive Communication.
  • Customer empathy and quick resolution.
  • Responsibility and ownership of tasks and projects.
  • Collaboration across teams and time zones.
  • Proficiency with Customer Success Tools (Zoom, Zendesk, Calendly, Jira, Slack, Google Docs, etc.) is a plus.

Success Metrics

  • A number of tickets solved & trainings/Implementations completed.
  • Adhering to individual/team customer satisfaction targets and response times.
  • Quality of support & guidance provided.
  • Customer Feedback on all engagements.

Equipment: Own laptop preferred


  • Work to your schedule, timezone, and availability
  • Competitive salary (hourly rate)
  • Become a part of a great Faria team

All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

Please note: Due to a high volume of applicants, only shortlisted candidates will be contacted.


For over 15 years, Faria Education Group has deeply understood the needs of schools, leveraging extensive experience in education. Our dedication to reaching every learner and inspiring every educator has supported over 10,000 schools and 4 million students across 155 countries. We are committed to driving transformative experiences for learners, educators, and families globally.

Our integrated SaaS solutions suite supports all aspects of curriculum management (Atlas), teaching and learning (ManageBac), admissions (OpenApply), and school-to-home communications (SchoolsBuddy). With an unwavering commitment to innovation, our technology meets rigorous data protection and security standards, ensuring first-class training and support.

Through our innovative online schools (Pamoja and Wolsey Hall), we provide comprehensive educational experiences with IB Diploma and Cambridge online courses, delivering high-quality education to schools and homes worldwide.

Join us in our commitment to transforming education and empowering communities worldwide.

Advice from our career coach

In this role at Faria, you will be providing customer support and training for their education systems and services. To stand out as an applicant, it is important to showcase your familiarity with Faria products, particularly ManageBac, OpenApply, SchoolsBuddy, and/or Atlas, at an Administrator level. Here are some key tips and insights to help you succeed:

  • Demonstrate your experience and familiarity with Faria products within the last 3-5 years.
  • Showcase your strong written and oral English communication skills with attention to detail.
  • Highlight your interest in EdTech and International Education, emphasizing your desire to make a difference for students and schools.
  • Prove your ability to work independently and collaboratively in a fast-paced environment.
  • Emphasize your customer empathy and quick problem resolution skills.
  • Illustrate your proficiency with Customer Success Tools such as Zoom, Zendesk, Calendly, Jira, Slack, Google Docs, etc., as a plus.
  • Provide examples of your commitment during crisis and your responsibility and ownership of tasks and projects.

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About the job

Jul 8, 2024


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