User Support Advocate
Posted on 2/28/2023

51-200 employees

Remote in USA
Experience Level
  • At least 1-2 years of relevant experience in customer support, tech support, customer service, or customer success at a technology company
  • Experience with learning new technologies and explaining complex topic processes to people with varying levels of technical knowledge
  • An inquisitive and fast learner
  • Strong empathy for educators
  • Passion for improving education equitably
  • Experience with CRM tools like HelpScout, Jira and Salesforce is beneficial
  • Education field experience, and/or experience in a Support role at an ed-tech company is preferred but not required
  • Assist and support the users by responding to customer inquiries, email or online chat via HelpScout
  • Have the ability to communicate with a diverse group of users - schools are not a monolith, there is a wide range of people with diverse backgrounds using our product
  • Maintain and grow the Kiddom knowledge base and other helpful assets to enable users to solve problems they encounter using the product without dependency on in-person interactionsPartner with Customer Success, Product and Engineering to lobby for bug fixes and feature requests
  • Use data to drive a quantitative decision-making approach to solving company objectives
  • Responsibilities will evolve and scale with your ability to contribute to the team