Customer Support Analyst

Kami•Colorado (or other locations within MST/CST), CO

1d•Remote

About The Position

As a Customer Support Analyst, you are the face and voice of Kami, playing a vital role in ensuring our users feel supported and heard. You won't just be answering tickets; you’ll be a dedicated problem-solver who enjoys diving into the details of how our platform works to help teachers and students succeed. This is a unique opportunity to grow your technical skills in a fast-paced environment while working across two incredible products: Kami and Book Creator. You will be the bridge between our users’ needs and our product’s evolution, identifying trends and helping us get better every day. If you are someone who loves helping people, has a knack for troubleshooting, and wants to build a career in a mission-driven tech company, this is the perfect place to start your next chapter.

Requirements

3+ years of experience in a customer-facing role, preferably within a SaaS or fast-paced tech environment.
Understand the rhythm of a support queue and love helping people.
Possess strong critical thinking skills and a genuine love for solving puzzles.
Comfortable troubleshooting browser-based software and are a quick study when it comes to new tools (like HubSpot, Intercom, or Slack).
Empathetic Communication, you can take a complex technical explanation and translate it into simple, friendly steps for a teacher or a parent who might be feeling frustrated.
A self-starter who can manage your own time and tickets effectively.
Thrive in a remote or distributed team environment where proactive communication is key.

Nice To Haves

An interest in EdTech or experience working with schools/teachers is a huge plus.

Responsibilities

Handle a variety of customer inquiries via email and chat, diagnosing technical issues for both Kami and Book Creator with patience and precision.
Maintain consistently high CSAT (Customer Satisfaction) scores and meet response time benchmarks to ensure our users feel supported and valued.
Go beyond the "easy fix" to investigate more complex bugs or integration hurdles, ensuring our users get thorough and lasting solutions.
Create screen-shares or set up calls when needed to help a user navigate
Providing a human touch to difficult technical situations with customers, while gathering detailed information for escalation to engineering team
Work closely with other team members and engineers to report bugs effectively, helping us squash issues before they affect more users.
Stay up-to-date in Slack and Notion on all product features and updates, proactively sharing what you learn with the rest of the team.
Act as a subject matter expert for the frontline team, contributing to an updated internal knowledge base that helps everyone resolve issues faster.