Customer Support Specialist

KEV Group

About The Position

The SchoolCash Support team is integral to KEV's success, driving customer trust and retention by making sure every district, school, and bookkeeper gets the answer they need — accurately, quickly, and in plain language. We partner across Product, Payments, and Implementation to keep the platform running smoothly for the people who rely on it most. We are looking for a Customer Support Specialist to join our growing team. SchoolCash sits inside thousands of school offices doing the unglamorous, high-stakes work of moving money — field trip fees, fundraiser deposits, lunch programs, yearbook orders. When something doesn't reconcile, a bookkeeper picks up the phone. You're who they reach. You'll work the queue across phone, email, and chat — diagnosing issues that cross payment processing, reporting, configuration, and 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 secretary at end-of-month close 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.
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 accounting into plain language — explaining reconciliations, deposits, journal entries, 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 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.