Support Analyst

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 70 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 As a Customer Support Specialist, you are the face and voice of Kami, playing a vital role in ensuring our users feel supported and heard. You won't just be answering tickets; you’ll be a dedicated problem-solver who enjoys diving into the details of how our platform works to help teachers and students succeed. This is a unique opportunity to grow your technical skills in a fast-paced environment while working across multiple products in the Kami ecosystem (such as Kami, Book Creator, Companion, etc) and collaborating closely with our New Zealand-based team. You will be the bridge between our users’ needs and our product’s evolution, identifying trends and helping us get better every day. If you are someone who loves helping people, has a knack for troubleshooting, and wants to build a career in a mission-driven tech company, this is the perfect place to start your next chapter. What You'll Do - Handle a variety of customer inquiries via email and chat, diagnosing technical issues across multiple products in the Kami ecosystem with patience and precision. - Maintain consistently high CSAT (Customer Satisfaction) and CES (Customer Effort Score) scores while adhering to an 87–95% SLA to ensure our users feel supported and valued. - Go beyond the "easy fix" to investigate more complex bugs or integration hurdles, ensuring our users get thorough and lasting solutions. - Decrease the need for repetitive follow-ups by identifying root causes early, resulting in a higher "first-contact resolution" rate for technical queries. - Create screen-shares or set up calls when needed to help a user navigate Providing a human touch to difficult technical situations with customers, while gathering detailed information for escalation to engineering teams. - Provide the engineering team with high-quality screen recordings and diagnostic data (logs, steps to reproduce) that significantly speed up the bug-fixing process. - Partnering closely with New Zealand-based engineering teams to escalate technical issues, share user insights, and participate in product discussions. - Drive faster issue resolution and shape product improvements by turning frontline user feedback into actionable engineering insights. - Work closely with other team members and engineers to report bugs effectively, helping us squash issues before they affect more users. - Successfully document and track bugs in our internal systems, ensuring no user-reported issue falls through the cracks and engineering has what they need to act. - Stay up-to-date in Slack and Notion on all product features and updates, proactively sharing what you learn with the rest of the team. - Act as a subject matter expert for the frontline team, contributing to an updated internal knowledge base that helps everyone resolve issues faster. What You'll Bring - You have 3-5 years of experience in a customer-facing role, preferably within a SaaS or fast-paced tech environment. You understand the rhythm of a support queue and love helping people (more experienced individuals can be considered for a Senior role) - You possess strong critical thinking skills and a genuine love for solving puzzles. When a piece of software doesn't work as expected, you don't give up—you dig in to find out why. - You are comfortable troubleshooting browser-based software and are a quick study when it comes to new tools (like HubSpot, Intercom, or Slack). If you don't know the answer, you know how to find it. - Empathetic Communication, you can take a complex technical explanation and translate it into simple, friendly steps for a teacher or a parent who might be feeling frustrated. - Cross-functional communication skills and the ability to collaborate effectively with technical and engineering stakeholders. - You are a self-starter who can manage your own time and tickets effectively. You thrive in a remote or distributed team environment where proactive communication is key. - While not required, an interest in EdTech or experience working with schools/teachers is a huge plus. You care about making a difference in the classroom! 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 70M users in 175 countries. One of the most popular and fastest-growing EdTech platforms worldwide. If you’re looking for a new challenge and the opportunity to impact the lives of millions, apply now!