Customer Support Specialist

KEV Group

8d • Hybrid

About The Position

The ASB Support team is integral to KEV's success, driving customer trust and retention by making sure every district, school, and ASB bookkeeper gets the answer they need — accurately, quickly, and in plain language. We partner across Product, Payments, and Implementation to keep ASBWorks running smoothly for the people who rely on it most. We are looking for a Customer Support Specialist to join our growing team. ASBWorks lives at the heart of student activity finance — the clubs, athletics, yearbooks, dances, and fundraisers that schools run on top of their general fund. The bookkeepers and advisors using ASBWorks deal with strict ASB compliance rules, multiple club ledgers, and end-of-period close cycles that can't slip. When something doesn't reconcile, they call you. You'll work the queue across phone, email, and chat — diagnosing issues that cross payment processing, reporting, configuration, and ASB-style fund accounting workflows. The hard part isn't the ticket volume. It's holding the technical thread and the human one at the same time: a school bookkeeper closing the month on a dozen club accounts needs the answer, and they need to feel like someone has their back. The ideal candidate is analytical, patient, and genuinely empathetic, with a working knowledge of accounting and a strong instinct for ownership.

Requirements

• 2–4 years of experience in customer support, school business operations, or accounting-related roles.
• Working knowledge of accounting processes — reconciliations, deposits, journal entries, and financial reporting — with the ability to investigate discrepancies and explain impacts clearly to customers.
• Bachelor's degree or diploma in accounting, business administration, or related field, or equivalent work experience.
• Familiarity with SaaS applications, financial software, or payment platforms.
• Diagnostic problem solving — proven ability to think analytically, isolate variables, and apply logical troubleshooting to resolve functional and technical issues.
• Customer communication across channels — strong verbal and written skills across phone, email, and chat; able to explain accounting and system concepts to users at all levels.
• Case ownership and throughput — ability to manage multiple cases concurrently with attention to detail, proactive follow-up, and empathy under time-sensitive conditions.

Nice To Haves

• Experience working in or supporting K-12 school or district environments is strongly preferred
• Direct ASB / student activity fund experience is a plus.
• Conversational level Spanish (verbal and written) is a nice to have.

Responsibilities

• Own the customer's problem end-to-end — driving customer confidence and resolution quality, not just ticket closure.
• Diagnose with rigor across phone, email, and chat — separating user error from configuration from product defect, and escalating cleanly when needed.
• Translate ASB and fund accounting into plain language — explaining reconciliations, deposits, journal entries, club-level ledgers, and reporting impacts to users at every level of finance fluency.
• Document so the next person doesn't start from zero — capturing findings, fixes, and root causes in tickets and KB articles, and flagging recurring patterns to leadership and Product.
• Coach customers toward better usage — guiding users to ASBWorks features and workflows that reduce future tickets and improve their day-to-day.
• Partner across the company — working with Support peers, Product, Payments, and Implementation to close the loop on complex cases so handoffs feel like one team to the customer.

Benefits

• Competitive compensation
• Meaningful benefits
• Retirement savings support — company-matched programs, including RRSP matching in Canada and 401(k) contributions in the U.S.
• Professional development — ongoing learning, stretch opportunities, and continuing education, including KEV Academy for onboarding and skill-building, plus KEV University, our online platform offering a wide range of courses.
• Hybrid model — 3 days in the office to collaborate and connect, with flexibility the rest of the week.
• Flexible PTO — close to 4 weeks of vacation and a company-wide holiday closure.
• Office perks — fully stocked snack bar and occasional catered lunches.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree