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Support Excellence Ambassador

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Customer Support Role">

School management and administration are evolving with the help of intuitive, accessible, and impactful technology. Our innovative K-12 EdTech SaaS company is used by thousands of educators, students, and administrators every day.

We're seeking a Customer Support Specialist who's passionate about solving problems, advocating for users, and helping our customers succeed.

Key Responsibilities:

  • Provide exceptional support to educators, school administrators, and tech coordinators via email, chat, and occasional phone calls
  • Efficiently handle Tier 1 and Tier 2 support requests and 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 effectively
  • Create clear, user-friendly help documentation and FAQs that make sense to our users
  • Identify recurring issues and trends, and contribute to improving internal processes and product functionality constantly
  • Maintain a high CSAT score and deliver a seamless support experience to our users at all times

Requirements:

We're looking for someone with 5–6 years of professional experience in customer support or technical support. Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors, is essential. Strong troubleshooting skills and the ability to explain complex issues simply are required.

Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar is necessary. Excellent written and verbal communication skills are required. A true customer-first mindset and empathy are crucial.

Bonus: Experience supporting K–12 educators or school districts will be highly valued.