Jessica Lee
@jessicalee2
Customer-focused support advocate and experienced ESL educator driving user success and learner outcomes.
United StatesWhat I'm looking for
I am a customer support advocate and educator with experience troubleshooting SaaS products and teaching English to children. I combine technical support skills with instructional design to improve user and learner experiences.
At Fastmail I resolve deliverability, billing, account administration, and privacy issues across multiple SaaS using Zendesk, phone, and chat, while onboarding users and refining internal onboarding processes.
As an ESL teacher I designed curricula, produced interactive remote lessons, launched programs like summer camp, and mentored new teachers—consistently adapting materials for remote and blended learning.
I lead volunteer and alumni initiatives, teach community English and civics classes, and collaborate across multinational teams to surface product insights and improve outcomes for users and students.
Experience
Work history, roles, and key accomplishments
FACustomer Support Advocate
Fastmail
Sep 2022 - Present (3 years 1 month)
Troubleshot email deliverability, billing, account administration, and privacy issues across three SaaS products via Zendesk (chat/phone/email), onboarded users, and improved internal onboarding processes using educational best practices.
Kindergarten English Teacher
YEK Tree Academy
Mar 2021 - Apr 2022 (1 year 1 month)
Piloted a thematic Scholastic program for ages 5–7 targeting speaking, reading, and phonics; collaborated on curriculum design and communicated progress with guardians daily and weekly.
Afternoon Kindergarten Teacher
Plum English Academy
Mar 2020 - Feb 2021 (11 months)
Produced and edited daily 40-minute interactive English video lessons for kindergarten/elementary levels, co-created the school's "Theme Books" curriculum, and launched a Summer English Camp program.
Kindergarten English Teacher
RISE English
Mar 2019 - Feb 2020 (11 months)
Delivered HMH-based curriculum using blended tech, print, and hands-on activities for classes of 12, fostering creative thinking and assessing student performance through testing and counseling.
Elementary English Teacher
Avalon English
Nov 2017 - Feb 2019 (1 year 3 months)
Designed semester curricula focused on Debate and Creative Writing, taught and evaluated 100+ elementary students, mentored new teachers, and assisted as teacher liaison to the school director.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Missouri
Master of Education, Learning, Teaching and Curriculum (TESOL emphasis)
Master of Education in Learning, Teaching and Curriculum with an emphasis in teaching English to speakers of other languages.
RURutgers University
Bachelor of Arts, English
Activities and societies: Minor in Psychology
Bachelor of Arts in English with a minor in Psychology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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