Client Success Specialist

KickUp

4h•$55,000 - $75,000•Remote

About The Position

KickUp is looking for a Client Success Specialist to join a team that is reimagining how school districts grow their most valuable asset: their people. KickUp is on a mission to help every educator thrive throughout their career. Our platform helps educational leaders capture data about teacher growth and use it to drive better outcomes for students. We’re a growing team building a product used by tens of thousands of educators. As a Client Support Specialist, you’ll be the first point of contact for KickUp’s customers — answering questions, resolving issues, and helping districts get the most out of the platform. You’ll own all inbound support through Intercom (including working directly with our Fin AI agent to keep it sharp and accurate), and from day one you’ll also carry a book of Lite Touch district accounts through their adoption phase: sharing data screencasts, sending scaled communications, and making sure smaller districts feel supported without needing hands-on CSM attention. This is a role for someone who finds satisfaction in a well-answered support ticket, cares about patterns in the queue, and is equally excited about owning relationships with a cohort of districts over time. As you ramp, you’ll grow into Partnership Reviews and renewal conversations for your Lite Touch accounts. This role is a hybrid of high-volume support and account ownership — you’ll be most successful if you’re energized by both helping someone solve a problem in real time and managing a relationship with a district over the course of a school year.

Requirements

Bring 1–3 years of experience in customer support, customer success, or a related client-facing role
Are a strong written communicator — attentive to tone, clarity, and brevity, especially in async and high-volume environments
Have experience with Intercom or similar support platforms
Spot patterns — you naturally notice when the same question comes up three times and ask why, rather than just answering it a third time
Are organized and can manage multiple open threads, accounts, and priorities without losing track
Are motivated by customer satisfaction and take pride in leaving every interaction better than you found it
Are comfortable with ambiguity and can make judgment calls in a fast-paced environment
Share KickUp’s values: mission-driven, customer-obsessed, and always focused on improving outcomes for educators

Nice To Haves

Familiarity with AI-assisted support tools (like Fin) is a strong plus
AI-curious and excited about using AI tools to improve support quality and efficiency — experience prompting, configuring, or working alongside AI agents is a significant advantage
Have a passion for education or experience in an education-adjacent setting — a plus, not a requirement

Responsibilities

Serve as the primary owner of all inbound customer support through Intercom across all account tiers
Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources
Manage and continuously improve our Intercom Fin AI agent — maintaining help content, refining conversation flows, and identifying gaps in self-service coverage
Analyze support ticket trends and surface patterns to the broader CS team to inform proactive improvements
Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist
Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one
Share data screencasts, usage reports, and scaled communications to drive early product adoption
Execute mass outreach campaigns (email, Intercom) to keep Lite Touch districts informed and engaged throughout the year
Grow into facilitating Partnership Reviews and supporting renewal conversations for your Lite Touch accounts over time
Collaborate with Client Success Managers, the Data & Configuration Manager, and the Training & Enablement Specialist to deliver a seamless customer experience
Escalate complex issues appropriately and close the loop with customers on resolution
Engage with Product and Engineering teams to share feedback surfaced through support volume and trends

Benefits

Customer Impact: You’ll directly shape how hundreds of districts experience KickUp support — and own real account relationships from day one
Growth Path: As you ramp, you’ll take on more account ownership, Partnership Reviews, and customer work — with a clear trajectory
Collaborative Team: Work alongside a tight-knit CS team of specialists who each own a distinct part of the customer experience
Remote Flexibility: Remote-first company with extended holidays, summer Fridays, and “Focus Fridays
Stock options in our growing company
401(K) plan with employer matching
Universal paid parental leave
A variety of medical, dental, and vision insurance options
An annual stipend for professional learning
Flexible PTO policy, extended holiday break, summer Fridays, and “Focus Fridays” – a day with limited Slack and meetings throughout the year