Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
About the role
- Customer Support Specialist providing empathetic and timely solutions within Kami's hybrid team. Championing product quality and assisting with customer onboarding in the EdTech space.
Responsibilities
- Act as a key escalation point, providing timely, empathetic solutions for complex technical issues, managing the ticket lifecycle, and triaging bugs for engineering.
- Build, write, and maintain content for our external customer-facing Knowledge Base and support documentation.
- Champion product quality by participating in formal QA, QC, and User Acceptance Testing (UAT) to rigorously test new features, document test cases, and prioritize bugs.
- Drive support operations by contributing to new customer onboarding, overseeing license management, and maintaining our CRM and support platform integrations.
- Analyze support data and ticket trends to find inefficiencies, drive process improvements, and provide consolidated feedback to the product team.
- Serve as an internal subject matter expert, developing and delivering training and creating internal knowledge base "playbooks" for the Customer Support and wider teams.
Requirements
- 2+ years of experience in a customer-facing role within the tech or SaaS industry (e.g., Customer Support, Technical Support, or Customer Success).
- Exceptional communication and problem-solving skills, with the ability to explain complex technical ideas clearly, listen with empathy, and proactively identify root causes.
- A meticulous attention to detail and strong technical aptitude, allowing you to learn complex software quickly, rigorously test new features, and manage customer account details with precision.
- Proven time management and prioritization skills, with the ability to context-switch between support tickets, QA testing, and operational tasks in a fast-paced environment.
- Bonus points for: Experience with formal QA tools (like JIRA), CRMs (like HubSpot, Pipedrive), ticketing systems, or experience leading training session
Benefits
- 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 50M users in 175 countries . One of the most popular and fastest-growing EdTech platforms worldwide.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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