Customer Support Specialist

You’ll join our Tier 2 Support Team, reporting to a Customer Support Manager. As a Tier 2 team member, you’ll be a product-specific specialist with deep knowledge of your assigned product. You’ll coordinate feature releases with the Product team, update and maintain the Knowledge Base, and collaborate closely with Implementation Managers (IMs) and Customer Success Managers (CSMs) to support training and resolve complex, enterprise-level customer issues.

In this role, you’ll also manage the AI chatbot for your product- reviewing conversations, coaching for quality, and continuously improving the Knowledge Base to enhance conversational success.

The impact you'll have:

• Provide frontline technical support to customers via phone, email, and online chat, resolving inquiries and issues in a professional and efficient manner.
• Diagnose and troubleshoot software problems, identifying root causes, and implementing solutions to minimize disruption for users.
• Assist with the creation and maintenance of support documentation, including knowledge base articles and training materials, to facilitate self-service support for users.
• Collaborate with cross-functional teams to escalate and resolve complex issues, ensuring timely resolution and a positive customer experience.
• Participate in training and development opportunities to enhance product knowledge and technical skills, staying up-to-date on new features and updates.
• Contribute to the ongoing improvement of support processes and procedures, sharing insights and feedback to drive operational excellence.
• Demonstrate a commitment to delivering exceptional customer service, meeting performance targets, and exceeding customer expectations.

What you'll bring:

• Bachelor's degree in a relevant field or equivalent work experience.
• 1+ years of experience in a customer support or technical support role, preferably in a technology or software environment.
• Strong technical aptitude and proficiency with software applications, including the ability to troubleshoot and resolve technical issues effectively.
• Excellent communication and interpersonal skills, with the ability to interact professionally with customers and internal stakeholders.
• Proven track record of delivering high-quality customer service and meeting performance metrics in a fast-paced environment.
• Ability to work independently and collaboratively as part of a team, managing multiple priorities and deadlines effectively.
• Experience with CRM software and ticketing systems is a plus.
• Familiarity with educational technology products or the K-12 education sector is advantageous

Our Benefits & Perks:

🌍 Work From Anywhere – We embrace a remote-first culture, offering flexibility so you can work where you're most productive.

💰 401(k) Matching – We invest in your future with a 100% match on contributions up to 6% of your salary.

🌴 Flexible Time Off – Work-life balance matters. Take the time you need to recharge and bring your best self to work.

👶 Paid Parental Leave – We support growing families with paid leave, fostering parent-child bonding and gender equality at home and in the workplace.

🩺 Comprehensive Benefits – We cover 100% of medical, dental, and vision insurance for employees, plus HRA, life insurance, and AD&D coverage.

💡 Values-Driven Culture – Our values aren't just words on a page—they shape how we work, make decisions, and support each other.

🤝 Pledge 1% – We’re proud to be part of the global movement to give back, dedicating 1% of our time, resources, or profits to community initiatives.

❄️ Winter Shutdown – Enjoy a one-week shutdown in November and a two-week break in December to relax and recharge.

🏡 Childcare Support – Our dependent care program allows you to set aside pre-tax dollars to cover eligible expenses such as daycare, preschool, summer camps, before &  after-school programs, and in-home care for children or dependents—helping you balance work and family with peace of mind.