Customer Support Specialist (Seasonal)
Skills
- 2+ years customer support experience, preferably in EdTech or SaaS
- Strong verbal and written communication; able to explain technical concepts clearly
- Experience supporting customers via chat, phone, and email (omni-channel)
- Solid troubleshooting and problem-solving skills for technical and general inquiries
- Familiarity with CRM/support tools (e.g., Zendesk, Salesforce) to track and manage tickets
Responsibilities
- Provide high-quality customer support across chat, phone, and email with timely issue resolution.
- Troubleshoot technical issues and escalate complex cases to QA/development when needed.
- Handle subscription management and account update inquiries.
- Respond to product questions and guide customers to maximize product value.
- Create, update, and maintain knowledge base articles and FAQs.
- Collaborate with Customer Success, Product, and Engineering to relay feedback and identify improvements.
- Track, document, and report support interactions and issue trends accurately.
- Identify recurring issues and recommend process or knowledge base improvements.
- Meet or exceed established KPIs for response times and quality of service.
Education
- High school diploma or equivalent required
- Bachelor’s degree in education, business, or related field preferred (or equivalent experience)
Benefits
- Competitive salary with bonus opportunities
- Flexible work schedules and remote work
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs and training
- Collaborative, mission-driven culture
Average salary estimate
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