About Us

Product Support Associate

The Organization

What if K-12 education were designed to help all students develop lives of meaning and purpose? Wayfinder was founded at the Stanford d.school to answer this question. Our goal is to double our impact each year for the coming years. Our vision is to become the preeminent SEL curriculum company in the world — leading the global movement of purpose, meaning, and belonging-based education worldwide. 

What We Value

You’ll be joining a team of incredibly motivated and dedicated staff members committed to living our organization's values. We work collaboratively across teams, and we feel and act like a purpose-driven organization. To the best of our abilities, each person’s role aligns with their own sense of purpose, which feeds into Wayfinder’s larger sense of purpose.

Read this article about our workplace culture in Conscious Company.

We value access, equity, diversity, and belonging, and these values are represented in our product, our team, and our school partners.

Product: We develop our learning tools using human-centered design principles. We work with grade-level experts to ensure our curriculum is developmentally appropriate and engaging at all levels. Every Wayfinder lesson is supported by relevant research, prototyped in classrooms, and vetted by teachers over rounds of feedback and iteration. We use Universal Design for Learning principles to give every student an equal opportunity to succeed.

Team: Our team is composed of people from all different backgrounds and walks of life. We intentionally recruit, hire, and work with people of diverse identities + experiences. We focus on belonging: being connected, accepted, and valued by the people around us. 

School Partners: We intentionally target a wide array of educational partners, from traditional to non-traditional, that work with a range of students from different socioeconomic groups. We’ve taught our curriculum in high-need schools in the Bronx, independent schools in Silicon Valley, and after-school programs in San Antonio.

The Role

The Product Support Associate provides stellar technical support for Wayfinder’s partners by responding to requests across multiple channels such as phone calls, emails, and chat requests. This role is responsible for overseeing the customer rostering process from start to finish, and will provide comprehensive technical and product support by troubleshooting and resolving complex technical issues. In addition to providing excellent customer service, this role will attend to essential projects as they arise, such as data management and clean-up in Wayfinder’s content management system, managing help center resources, and all other duties assigned by their supervisor or manager.

The role reports to the Sr. Product Support Manager.

We strongly encourage people from traditionally underrepresented populations in tech - such as women, People of Color, People with Disabilities, and LGBTQ+ people, etc - to apply!


  • Respond to support requests across multiple channels by troubleshooting and taking action 
  • Maximize school satisfaction through timely and accurate resolution of inquiries and issues and by working with Account Management and Customer Success teams
  • Provide troubleshooting services, technical training and onboarding support to customers on video/phone calls
  • Manage user accounts and partner access in Wayfinder’s content management system 
  • Provide specialized support for Wayfinder’s international partners, tracking product impact and feedback
  • Provide technical support for hardware and software used by Wayfinder staff
  • Walk partners through the technical onboarding process from start to finish, managing partner integrations in Clever, ClassLink, and other methods
  • Document all customer interactions in Salesforce following standard operating procedures
  • Create and update help center documentation as needed
  • Report detailed accounts of bugs, features, and feedback from school partners to the Product Support Manager
  • Work collaboratively with other teams to execute general data projects, research projects, and technical tasks
  • Perform all other duties assigned by supervisor or manager


Essential experience

  • Minimum 2-3 year of relevant experience in a customer-focused role, such as IT support
  • Proficient in solving high-volume inquiries in a fast-paced environment
  • Ability to troubleshoot and problem solve independently
  • Ability to manipulate data and perform basic functions in Google Spreadsheets, Microsoft Excel, or similar software
  • Ability to smoothly navigate video conferences with high-profile customers via Zoom, Google Meet, etc.
  • Highly detail oriented and able to produce quality work without supervision 
  • Excellent communication and customer service skills
  • Ability to write concise, comprehensive, and logical product documentation
  • You take initiative and want to work on projects that both inspire you and improve the processes and services at Wayfinder!

Preferred experience

  • Experience working in K-12 education or for an EdTech company
  • Experience working for a start-up
  • Knowledge of basic SQL queries
  • Basic understanding of web-related topics such as HTML, caching, content management systems, databases, and web browsers
  • Background with Salesforce or other CRMs
  • Familiarity with product analytics tools such as Mixpanel and Hotjar



$65K - $80K salary range, commensurate with experience.

We offer a competitive package that is based on location and experience. We also offer the following benefits:

  • Stock: Ownership in a fast-growing venture-backed company.
  • 401k: We care about your ability to save for your future.
  • Family Focus: Parental leave and flexibility for families.
  • Time Off: Flexible vacation policy to encourage people to get out and see the world.
  • Healthcare: Medical, dental, and vision policies.
  • Goodies: A home office buildout stipend to purchase necessary hardware & software for your role. 
  • Team Fun: Regularly scheduled events, annual retreat, and celebrations.
  • Learning: Learning & Development Opportunities to grow your skills and career.
  • Great team: Working with fun, hard-working, kind people committed to making a difference!
  • Flexible culture: We are results-focused. We don’t work at the office every day.
  • ...And much more! Lots of other perks make this company an incredible place to work.


Remote work. Wayfinders’ regular operating hours are Monday-Friday, 8:00 a.m. to 5:00 p.m. The daily work schedule may vary depending on the crew in which you are working.

Next Steps, If Interested

If you are interested, please fill out the job application on Workable.

Applications close on March 13th, 2024.

EEO Statement 

At Wayfinder, we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. Wayfinder is proud to be an equal opportunity workplace.

Pay Transparency 

Wayfinder compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Wayfinder’s total compensation package. Additionally, Wayfinder provides a variety of benefits to employees, including health insurance coverage, a monthly stipend, office buildout stipend, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation.

Reasonable Accommodations

Wayfinder is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR at peopleoperations@withwayfinder.com.