Kami

Compensation

Full Description

Job Description: • 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 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 • Experience with US K-12 and Higher Education customers is highly desirable • A proactive and autonomous mindset, with the ability to manage high-pressure escalations while supporting a distributed team 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 • 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 • Helping thousands of schools worldwide through the digital transformation of education for the 21st century