Customer Support Specialist

Everway

1d•Hybrid

About The Position

Every mind is unique. Yet much of the world is still built for what’s considered "normal," leaving too many people behind. At Everway, we change that by creating technology that helps everyone understand and be understood. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. Our careers fit real life. When you join us, you’re not just taking a job. You’re joining a movement to build a more neuroinclusive world. We’re a global community of over 800 employees spanning North America, UK, Europe, Australia, and New Zealand. A career here is purposeful and fast-moving, with clear expectations, modern tools, and the clarity to focus on what matters most. Our people are supported and encouraged to show up as they are, with different ways of thinking welcomed and valued. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully. Join us at Everway - together, we can unlock the full potential of every mind. About the role As a Customer Support Specialist at Everway, you'll help customers get the most from our products by providing support across chat, phone, and email channels. You'll troubleshoot technical issues, answer product and subscription-related questions, and ensure customers receive timely, effective assistance. You'll also contribute to our self-service resources by maintaining and improving the knowledge base, helping customers find answers quickly and improving the overall support experience.

Requirements

2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment.
Communicates clearly and effectively with customers, including explaining technical concepts in accessible language.
Experience supporting customers across multiple channels, including chat, phone, and email.
Experience diagnosing and resolving technical issues and customer enquiries.
Experience using CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar.
Experience maintaining or contributing to customer-facing knowledge base content and self-service resources.
Strong organisational skills and attention to detail when managing customer interactions and records.
Uses AI tools to improve workflow efficiency, knowledge management, research, or issue resolution.

Nice To Haves

Experience supporting customers in the education sector, including K–12 or higher education environments.
Familiarity with cloud-based software products or EdTech platforms.
Experience identifying trends in customer issues and contributing to process improvements.
Understanding of customer support metrics and service-level performance measures.
Degree or equivalent experience in education, business, or a related field.

Responsibilities

Provide customer support across chat, phone, and email channels, resolving issues in a timely and effective manner.
Diagnose and resolve technical issues, guiding customers through solutions and escalating complex cases to QA and Development teams where appropriate.
Support subscription management requests, including account updates and subscription-related enquiries.
Respond to product questions and help customers use our products effectively to achieve their goals.
Maintain and improve the customer knowledge base, including articles, FAQs, and self-service resources.
Collaborate with Customer Success, Product, and other teams to share customer feedback and identify opportunities for improvement.
Maintain accurate records of customer interactions, support requests, and resolutions.
Identify recurring customer issues and recommend improvements to processes, documentation, or support resources.
Meet agreed service standards and support KPIs for response quality and resolution times.