Junior Customer Enablement Specialist

Description:

Wayside Publishing is a progressive developer of world language programmes, resources, and materials for middle and high schools across the United States. We partner with educators to craft transformative texts and digital tools that engage students and foster successful communication and understanding across cultures. Our work supports language learners and teachers nationwide through high-quality instructional design and innovative educational technology.

About the Role

We are seeking a Junior Customer Enablement Specialist to join our Integrations team. This is an early-career role with structured support and development opportunities, ideal for someone looking to grow technical, analytical, and customer-facing skills within an educational technology environment.

In this role, you will support the onboarding and technical setup of U.S.-based school district customers using our digital learning platforms. You’ll work closely with experienced Integrations Specialists to prepare rostering data, assist with standard integrations, document workflows, and support customers through the implementation process. While the role is based in Ireland, the work is closely aligned to a U.S. customer base, requiring strong communication, coordination, and some collaboration across time zones.

This position provides hands-on experience and clear pathways for progression into more advanced integrations or technical roles. This role primarily follows standard Irish working hours, with some flexibility required to support collaboration with U.S.-based customers and colleagues.

What You’ll Be Doing

Customer Support & Technical Assistance

• Provide timely, accurate technical support to customers via email, chat, phone, and ticketing systems.
• Assist with routine customer integration inquiries for U.S. school district partners, delivering clear and professional support.
• Support onboarding calls by gathering information, taking detailed notes, and preparing follow-up materials.
• Help troubleshoot basic access, rostering, or configuration issues using established procedures.
• Communicate effectively with customers and internal teams, escalating issues when additional technical expertise is required.
• Work under the guidance of Senior Specialists, seeking feedback and coaching proactively.

Data Preparation & Integration Support

• Prepare, validate, and format rostering files using templates and standard workflows.
• Perform initial data-quality checks and flag inconsistencies for review.
• Assist with setup and testing of standard system integrations under close supervision.
• Document completed steps, outcomes, and observations accurately in internal systems.

Collaboration & Learning

• Collaborate with Customer Support, Customer Success, Sales, and Digital Support teams to ensure coordinated onboarding for U.S. customers.
• Participate in team meetings, training sessions, and technology briefings, including cross-time-zone collaboration.
• Ask clarifying questions, share observations, and contribute ideas that support effective teamwork and continuous. improvement.

Documentation, Quality & Compliance

• Follow established standard operating procedures (SOPs) and job aids.
• Contribute to improvements in internal documentation and customer-facing resources such as onboarding guides and FAQs.
• Learn and adhere to GDPR and applicable U.S. data-privacy standards, exercising sound judgment when handling sensitive customer or student data.
• Meet quality expectations related to accuracy, responsiveness, and documentation standards.

Additional Responsibilities

• Support peak onboarding periods and cross-team projects as needed.
• Take on additional tasks that contribute to customer success, workflow efficiency, or team operations.

Requirements:

What You Will Bring

• 1–3 years of hands-on technical experience implementing technologies and onboarding customers, ideally within an EdTech or SaaS environment.
• Demonstrated foundational experience or exposure to rostering, data analysis, or integration concepts.
• Experience in customer relationship management, including supporting customers through implementation and managing expectations across multiple stakeholders.
• Strong communication skills, with the ability to translate technical information for non-technical audiences.
• Ability to approach problems in a structured, data-informed way and contribute to actionable solutions.
• Strong organisational and time-management skills, with the ability to manage multiple tasks and shifting priorities.
• Willingness to learn, self-reflect, and continuously improve technical and customer-support skills.
• Ability to maintain effective customer support and troubleshooting while priorities change.
• Commitment to data privacy, integrity, and ethical decision-making.
• Comfort working in a remote, cross-time-zone environment, with reliable internet access and a professional workspace.

Technical Experience (Preferred)

• OneRoster (API and/or CSV-based integrations)
• LTI 1.3 integrations
• Clever and/or ClassLink rostering platforms
• REST APIs, JSON, and basic data concepts
• API testing tools such as Postman or similar platforms.
• Experience troubleshooting SSO integrations (SAML, OAuth).

Nice to Have

• Experience working with U.S. K–12 school districts or educational institutions.
• Familiarity with LMS platforms such as Canvas, Schoology, or Google Classroom.
• Experience creating or maintaining technical documentation or customer-facing guides.

Why Join Wayside Publishing?

• Competitive salary range of €32,000–€42,000 per annum, depending on experience.
• Clear development pathways and mentoring for early-career professionals.
• Hands-on exposure to integrations, APIs, rostering standards, and SSO technologies.
• Collaborative, mission-driven remote team working across Ireland and the United States.
• We offer a competitive benefits package including unlimited annual leave, 10 public holidays, and a company-supported pension plan with employer matching contributions to support long-term financial wellbeing, subject to eligibility.
• Purpose-driven work supporting educators and students nationwide.

Eligibility
Candidates must have the legal right to work in Ireland at the time of hire. Unfortunately, we are unable to provide visa sponsorship for this role.

Wayside Publishing is committed to fostering an inclusive and respectful workplace where people from all backgrounds feel welcome and supported. We are an equal opportunities employer and consider all qualified applicants without regard to race, colour, religion, gender, sexual orientation, gender identity, age, disability, or any other protected characteristic.

We are happy to provide reasonable accommodations throughout the recruitment process.