Customer Support Specialist

1 month ago

San Francisco, California, United States Kira Learning Full time
About Kira Learning

Kira Learning is a cutting-edge education technology company that empowers teachers and prepares students for a world where technology and science play a pivotal role. Our mission is to transform the way computer science and artificial intelligence are taught and learned.

Job Description

We are seeking a highly skilled Customer Support Specialist to provide exceptional service to our team and customers. As a key member of our support team, you will be responsible for answering a wide range of customer inquiries across multiple platforms. You will need to possess strong communication skills, both written and verbal, and be able to effectively triage issues, resolve problems, and provide a high-quality customer experience in a timely manner.

Responsibilities
  • Provide prompt and professional customer support, constantly looking for solutions to ensure customer satisfaction.
  • Communicate clearly, concisely, and empathetically with customers, managing expectations and resolving issues efficiently.
  • Maintain accurate and timely record keeping and contact database.
  • Ensure timely resolution of customer issues by meeting SLA requirements and prioritizing issues for escalation.
  • Monitor customer feedback and identify recurring issues to recommend improvements to products and services.
  • Participate in regular team meetings to share insights and updates on customer issues and feedback, identifying areas of concern and proactively building strategies to improve customer experience with support from the Customer Success team.
  • Act as the voice of the customer within the organization, advocating for customer needs, providing feedback to the product team, and collaborating with cross-functional teams to address customer concerns and deliver solutions that drive customer success.
  • Develop deep product knowledge to draft product education materials for our Knowledge Base.
Requirements
  • 1+ years of experience in a support or customer-facing role.
  • Familiarity with support ticketing systems like Zendesk, HubSpot, Salesforce, or Freshdesk.
  • Technical aptitude and ability to learn new software quickly.
  • Experience effectively triaging issues and resolving problems.
  • Strong verbal and written communication skills, with the ability to patiently, professionally, and effectively communicate with a diverse and multicultural group of peers.
  • Highly organized, with the ability to keep track of needs and priorities across a wide customer base and juggle competing priorities.
  • Nimble and adaptable, with the ability to roll with the punches and thrive in a fast-paced, early-stage startup environment.
  • A positive, can-do attitude, with the ability to swiftly overcome ambiguity.
  • Strong proficiency in Google Workspace programs and Microsoft Office Suite.
What We Offer
  • Competitive salary ($67,000 - $78,000) and equity package in a well-funded, high-growth company.
  • Flexible PTO.
  • Paid parental leave.
  • Top-notch medical, dental, and vision coverage.
  • Company 401(k) plan.

Kira Learning is an equal employment opportunity employer, committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

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