Job Overview
Location
San Mateo, CA
Job Type
Full-time
Category
Customer Support
Date Posted
March 14, 2026
Full Job Description
đź“‹ Description
- • As a Bilingual Customer Support Analyst for Rosetta Stone at IXL Learning, you will be the primary point of contact for individual language learners, providing them with exceptional service and technical assistance to ensure a seamless and enriching learning experience.
- • Your role is crucial in fostering customer loyalty and satisfaction by addressing inquiries related to subscriptions, billing, technical issues, and offering guidance on maximizing their use of Rosetta Stone's innovative language learning products.
- • You will be responsible for developing and maintaining a deep, comprehensive understanding of Rosetta Stone's features, functionalities, and common user challenges, enabling you to provide accurate and effective solutions.
- • This involves actively analyzing, diagnosing, and troubleshooting a variety of technical support requests submitted by users via email and phone, ensuring timely and efficient resolution.
- • Clear, concise, and professional communication is paramount; you will articulate key product information, upcoming updates, and troubleshooting steps effectively to a diverse customer base.
- • A key aspect of this role involves proactive collaboration with cross-functional teams, including Product, Engineering, and Account Management, to identify root causes of customer issues and contribute to the development of effective solutions and product improvements.
- • You will meticulously document all customer interactions within our internal CRM systems, maintaining accurate records of inquiries, resolutions, and identifying recurring patterns or issues that may impact a significant number of users.
- • This documentation is vital for tracking trends, informing product development, and enhancing our overall customer support strategy.
- • Maintaining a high degree of professionalism is expected at all times, even when managing a high volume of customer requests simultaneously, ensuring each customer feels valued and supported.
- • You will be tasked with successfully completing assigned projects and support initiatives, contributing to the continuous improvement of our support processes and customer satisfaction metrics, all within established timelines.
- • The role requires a proactive approach to learning and problem-solving, demonstrating initiative in seeking out information and developing solutions.
- • You will be an integral part of a team dedicated to empowering language learners worldwide, contributing to IXL Learning's mission of creating impactful educational technology.
- • This position offers a unique opportunity to work with a globally recognized brand in the EdTech space, directly impacting the learning journey of millions.
- • You will be a key player in ensuring that our customers can confidently and effectively build fluency and achieve their language learning goals.
- • The ability to empathize with users, understand their challenges, and provide patient, supportive guidance is essential for success in this role.
- • You will contribute to a positive and collaborative team environment, sharing insights and best practices with colleagues.
- • This role is based in the Raleigh, NC area, with a hybrid work model offering the flexibility of working from home one day per week after an initial period in the office.
- • Your analytical skills will be leveraged to not only solve immediate customer problems but also to provide feedback that can shape the future of Rosetta Stone's product offerings.
- • You will be a trusted advisor to our customers, guiding them through their learning journey and ensuring they derive maximum value from their investment.
- • This position is ideal for an individual passionate about education, technology, and helping people achieve their goals through language acquisition.
- • You will be instrumental in upholding Rosetta Stone's reputation for excellent customer support and user experience.
- • The role demands a keen eye for detail, ensuring accuracy in all communications and record-keeping.
- • You will be empowered to take ownership of customer issues, seeing them through to satisfactory resolution.
- • This is a full-time, hourly position with a competitive compensation package and benefits.
🎯 Requirements
- • Bachelor’s Degree
- • 1+ years of experience in a customer-facing role within a corporate setting
- • Fluent in Spanish (speaking, reading, and writing)
- • Excellent analytical, diagnostic, and troubleshooting skills
- • Strong written and verbal communication skills
- • Ability to prioritize tasks and work efficiently
- • Energetic, positive, detail-oriented, and organized individual
- • Quick learner with demonstrated initiative
🏖️ Benefits
- • Competitive hourly rate ($25.00 - $29.00 per hour)
- • Comprehensive benefits package
- • Opportunity to work with a leading EdTech company
- • Professional development and growth opportunities
- • Hybrid work model (office and work-from-home flexibility)
- • Collaborative and supportive team environment
Skills & Technologies
Onsite
Degree Required
About IXL Learning, Inc.
IXL Learning, Inc. creates subscription-based K-12 educational software including the IXL personalized learning platform, Rosetta Stone language programs, Vocabulary.com, Education.com, ABCya, Wyzant tutoring, and Emmersion language assessments. Products combine curriculum, analytics, and diagnostics covering math, English language arts, science, social studies, Spanish, and coding. Founded in 1998, the San Mateo, California company serves millions of students and educators worldwide across web, iOS, Android, and Kindle platforms.
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