Customer Support Specialist

About Kami
Kami is a thriving organisation filled to the brim with talented, creative, and passionate people It's hard not to love what you do when our leading digital classroom platform offers meaningful solutions to over 50 million users worldwide, empowering students and supporting teachers

You'll be joining at a pretty magical time. Kami's user base is growing by the day. With over 170 team members across the world, we couldn't be prouder of the accomplishments and milestones we've achieved to date. Now, this is your chance to join our team and become an integral member of Kami's growth, while shaping your own future (and having fun doing it)

The Opportunity

We are seeking a highly motivated and adaptable Customer Support Specialist to be a central pillar for both our customer-facing and internal support operations. This is a unique hybrid role for a problem-solver who thrives on variety and making a tangible impact on our products and customers.

You will be a key voice, providing expert-level escalation support, but your influence will extend far beyond traditional support. You will be a product quality champion, testing new features before they reach our users.

You'll also be an operations expert, assisting with customer onboarding and license management, and an internal enabler, training colleagues on our support platforms. If you love wearing multiple hats and ensuring a seamless customer journey, this role is for you.

What You'll Do

• 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.

What You'll Bring

• 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

Why Kami?

We're building a high performance, best in class team to help capitalize on our exciting momentum, and continue scaling Kami's magic and making a difference to schools, students, and teachers. With Kami, you'll have

• 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
• 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.