Customer support specialist

3 weeks ago

Ajmer, Rajasthan, India SchoolCues Full time

School Cues is an innovative K-12 Ed Tech Saa S 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.ResponsibilitiesBe the first point of contact for educators, school administrators, and tech coordinators seeking supportHandle Tier 1 and Tier 2 support requests via email, chat, and occasional phone supportTroubleshoot technical issues across web and mobile applicationsCollaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requestsCreate and maintain clear, user-friendly help documentation and FAQsIdentify recurring issues and trends, and help improve internal processes and product functionalityMaintain a high CSAT score and deliver a seamless support experience to our usersQualifications 5–6 years of professional experience in customer support or technical support Experience supporting Saa S platforms, ideally in Ed Tech 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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