Customer Support Specialist

3 weeks ago

Lucknow, Uttar Pradesh, India SchoolCues Full time

SchoolCues is an innovative K-12 EdTech SaaS company on a mission to transform school management and administration in small schools and micro schools through intuitive, accessible, and impactful technology. Our platform is used by thousands of educators, students, and administrators every day — and we're growing fast.

As we scale, we're looking for a Customer Support Specialist who's passionate about solving problems, advocating for users, and helping our customers succeed.

Responsibilities

  • Be the first point of contact for educators, school administrators, and tech coordinators seeking support
  • Handle Tier 1 and Tier 2 support requests via email, chat, and occasional phone support
  • Troubleshoot technical issues across web and mobile applications
  • Collaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests
  • Create and maintain clear, user-friendly help documentation and FAQs
  • Identify recurring issues and trends, and help improve internal processes and product functionality
  • Maintain a high CSAT score and deliver a seamless support experience to our users

Qualifications

5–6 years of professional experience in customer support or technical support

Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors

Strong troubleshooting skills and the ability to explain complex issues simply

Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar

Excellent written and verbal communication skills

Empathy, patience, and a true customer-first mindset

Bonus: Experience supporting K–12 educators or school districts

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