Senior Customer Support Analyst

Kami • Anywhere within CST or MST, TX

1d

About The Position

As a Senior Support Analyst, you are the technical anchor of our frontline team. While our analysts handle the first part of the customer reachout, you dive into the deep end, tackling complex technical puzzles and high-stakes escalations that require advanced troubleshooting for both Kami and Book Creator. This is a unique opportunity to act as a mentor and technical guide, directly upskilling our support analysts while ensuring our users receive world-class solutions. You aren't just solving tickets; you are bridging the gap between our customers and the engineering team by identifying technical themes and formulating scalable fixes. In this role, you will influence the success of millions of educators by ensuring their most challenging product issues are resolved with expertise and empathy . If you love technical problem-solving and have a passion for coaching others, you’ll thrive in this pivotal growth position.

Requirements

• Proven experience in a customer support or technical analyst role within a SaaS or EdTech environment.
• 3+ years in customer support.
• Exceptional critical thinking and problem-solving skills, with a focus on analyzing complex software situations and devising effective solutions.
• Advanced technical aptitude and experience with troubleshooting software issues, browser integrations, and help desk tools (e.g., Groove/hubspot, Intercom, Asana).
• Demonstrated ability to mentor or lead others, with a patient and empathetic approach to upskilling junior team members.
• Excellent communication skills, specifically the ability to explain high-level technical concepts to non-technical educators and parents.
• A proactive and autonomous mindset, with the ability to manage high-pressure escalations while supporting a distributed team.

Nice To Haves

• Experience with US K-12 and Higher Education customers is highly desirable.

Responsibilities

• Solve complex technical puzzles by diagnosing deep-tier issues for both Kami and Book Creator, providing solutions for problems that the frontline analysts cannot resolve alone.
• Act as the go-to expert for the support desk, reducing the need for management to handle technical escalations.
• Lead high-stakes customer calls and screen-shares to troubleshoot platform bugs or integration hurdles in real-time, serving as the expert voice for our users.
• Deliver internal training materials and mentorship that directly improve the first-response resolution rate of the frontline team.
• Act as a technical mentor for Support Analysts, providing "at-the-desk" coaching and guidance to help them build their own diagnostic skills and confidence.
• Investigate recurring technical themes and work closely with product and engineering teams to translate user feedback into reproducible bug reports and actionable insights.
• Monitor high-priority ticket queues to ensure complex cases meet resolution benchmarks while maintaining the highest quality of service.

Benefits

• A people-first employer that is on an inspiring mission to build the future of education while changing the lives of millions
• High calibre and diverse team ranging from successful startup veterans, to Fortune 500 and big tech professionals
• Continuous learning and development opportunities, including subsidised course fees, certifications, conferences, and free access to Udemy and more
• A strong mission ; the satisfaction of knowing you’re not only helping modern-day superheroes, aka teachers but also helping them shape the minds of future generations all across the globe
• Happy customers : Helping thousands of schools worldwide through the digital transformation of education for the 21st century. Just read our reviews.
• Huge potential: Already used by 70M users in 175 countries . One of the most popular and fastest-growing EdTech platforms worldwide.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed