Remote Scouter

When you join Renaissance®, you join a global leader in pre-K–12 education technology! Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

We are currently seeking an experienced and dynamic In-App Support Specialist to join our team. The ideal candidate will have a passion for leveraging data-driven insights to improve customer experiences and drive product engagement. This role will involve close collaboration with the Product, Onboarding, UX, and Support divisions to create, write, and implement effective systems of in-app support within our suite of products. The In-App Support Specialist will use their expertise in writing and product analytics to identify customer needs, develop client segments, and deploy targeted in-app guides, nudges, and tips to enhance customer usage. Proficiency with high quality written communication using Pendo, a product engagement platform, will be crucial for this role.

Responsibilities:

• Collaborate with the Product, Onboarding, UX, and Support teams to understand product functionalities and customer pain points.
• Use product analytics to identify patterns, trends, and areas for improvement in customer usage.
• Develop, write, and implement comprehensive longitudinal- in-app support strategies tailored to specific client segments.
• Create, write, and deliver engaging in-app content, including styled guides, nudges, and tips, through the Pendo platform.
• Generate persona and industry appropriate messaging associated with in-app content delivery Continuously monitor and evaluate the effectiveness of in-app support initiatives, making data-driven adjustments as needed.
• Using business intelligence (BI) reporting tools like Power BI, provide regular reports and updates to the relevant stakeholders, highlighting key performance indicators and insights.
• Act as a subject matter expert on in-app support strategies, keeping abreast of industry best practices and emerging trends.
• Collaborate with cross-functional teams to ensure a seamless customer experience and drive product engagement.

• Bachelor's degree in a web content writing or related field, such as UX Writing, Technical Writing, Content Design, Instructional Design.
• Proven experience in your field, preferably in the SaaS or educational technology industry. Ability to craft concise audience specific messaging for purposes of obtaining a specific goal.
• Excellent written communication skills, experience crafting good UX copy, and attention to detail.
• Ability to find the best & shortest way to clearly communicate an idea.
• Knowledge of frontend development languages like HTML, CSS, and JavaScript Strong proficiency in using data analytics tools and platforms to derive meaningful insights and make data-driven decisions.
• Demonstrated experience with implementing in-app support strategies and using platforms such as Pendo to deliver targeted content.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across different teams and levels of the organization.
• Strong problem-solving skills and the ability to adapt quickly in a fast-paced and dynamic environment.
• A passion for education and technology, with a deep understanding of customer needs and behaviors within the education sector. Strong project management skills with the ability to prioritize tasks and meet deadlines effectively.

This is a consultant role and the schedule will be 8:00AM-5:00PM, Monday-Friday.

The rate will be based on national market data and could vary based on location. 

All your information will be kept confidential.

Frequently cited statistics show that some women, underrepresented individuals, protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For information about Renaissance, visit: https://www.renaissance.com/