Customer Support Specialist (Remote)

Ignite the Future of Education as a Customer Support Specialist at Kognity

Are you passionate about revolutionizing education? Do you have a talent for executing actionable strategies that impact student success? Join us at Kognity and be a driving force behind the evolution of education as our next Customer Support Specialist.

Why Kognity is the place to be:

• ✨ Educational Innovation: Be a part of a trailblazing EdTech company already at scale, committed to reshaping the future of learning. Your expertise will directly contribute to creating impactful solutions that enhance the educational experience for teachers and students.
• ✨Global product and team: Get extensive international exposure as our product serves clients in 120+ countries with the US being our future growth market.
• ✨ Collaborative Culture: Work alongside a passionate team dedicated to leveraging technology to radically improve learning.
• ✨ Career Growth Opportunities: Seize the chance to grow professionally in a dynamic environment. We invest in our team members’ development, providing resources and opportunities for continuous learning and advancement.

We are looking for a driven, structured, and highly committed Customer Support Specialist to join our Customer Advocacy team. You will be responsible for answering support tickets, helping out with onboarding and renewals, and other projects that the team might have.

What you’ll do:

• 📊 Customer Support: Respond to incoming chats and emails to deliver a best-in-class experience for internal and external customers.
• 🌐 Onboarding and Integration: Support school onboarding and renewals by uploading accounts, managing classes, completing integration requests, and joining calls with schools and Account Managers.
• 🧑‍🏫 Account Management: Manage school accounts, resolve underlying issues, and collaborate with internal teams to ensure smooth operations.
• 🛠️ Data and Projects: Handle data securely, ensuring proper deletion after uploads, and participate in special projects assigned by the team leader.

What We’re Looking For:

• 💻 Experience and Skills: At least 2 years of experience in Customer Service and SaaS, with proficiency in MS Office, Excel, Google Sheets, and spreadsheet formulas. Experience with Intercom is a plus.
• 🌐Communication: Strong written communication skills in English and Spanish.
• 🚀Customer-Centric Approach: Deeply customer-focused with a problem-solving mindset and a drive to resolve issues effectively.
• 😀Work Traits: Positive attitude, structured thinking, accountability, responsiveness to feedback, and ownership.
• ⚡Technical Requirements: Basic understanding of integration logic, reliable internet speed of at least 100 Mbps, and a strong backup internet connection.

Interview process:

• 🤝 Hiring Manager Hangout: Connect with the team lead for a laid-back conversation. Uncover the nitty-gritty details of the role and let them get to know you.
• 💡 Case study collab: Time to shine! Join forces with the team to work on solving a real-world problem.
• 🌟 Values Interview: Share your journey by engaging in a lively discussion about your experiences, aligning them with our company values.

Our Values:

• 🚀 We maximise progress – We’re not just dreamers; we’re doers! We dive deep, reflect, and craft strategies that propel us toward our vision. If it means maximum progress, we make it happen, no holding back!
• 👊 We take ownership – We take initiative and solve problems we see.
• 🤝 We drive customer value – Success for our customers drives our progress. We create customer value in everything we do.
• 🗣️ We are transparent – No secrets, no mysteries. We’re the open book of opinions and feedback. Radical transparency is our thing, and we’re not shy about sharing information far and wide. Let the truth shine!
• 💙 We take care of ourselves and each other – We work hard and passionately. We also prioritise our well-being and that of our colleagues. We think long-term.

Every qualified person will be evaluated regardless of age, gender, identity, nationality, ethnicity, sexual orientation, disability status or religion.