Senior Customer Support Analyst

Kami

full-time

Posted on: 2/17/2026

Location Type: Remote

✨ AI Apply

About the role

Solve complex technical puzzles by diagnosing deep-tier issues for both Kami and Book Creator, providing solutions for problems that the frontline analysts cannot resolve alone
Act as the go-to expert for the support desk, reducing the need for management to handle technical escalations
Lead high-stakes customer calls and screen-shares to troubleshoot platform bugs or integration hurdles in real-time, serving as the expert voice for our users
Deliver internal training materials and mentorship that directly improve the first-response resolution rate of the frontline team
Act as a technical mentor for Support Analysts, providing "at-the-desk" coaching and guidance to help them build their own diagnostic skills and confidence
Investigate recurring technical themes and work closely with product and engineering teams to translate user feedback into reproducible bug reports and actionable insights
Monitor high-priority ticket queues to ensure complex cases meet resolution benchmarks while maintaining the highest quality of service

Proven experience in a customer support or technical analyst role within a SaaS or EdTech environment
3+ years in customer support
Exceptional critical thinking and problem-solving skills, with a focus on analyzing complex software situations and devising effective solutions
Advanced technical aptitude and experience with troubleshooting software issues, browser integrations, and help desk tools (e.g., Groove/hubspot, Intercom, Asana)
Demonstrated ability to mentor or lead others, with a patient and empathetic approach to upskilling junior team members
Excellent communication skills, specifically the ability to explain high-level technical concepts to non-technical educators and parents
Experience with US K-12 and Higher Education customers is highly desirable
A proactive and autonomous mindset, with the ability to manage high-pressure escalations while supporting a distributed team

Benefits

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
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
Helping thousands of schools worldwide through the digital transformation of education for the 21st century

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingproblem-solvingcritical thinkingsoftware diagnosticsbug reportingtechnical aptitudecustomer supportSaaSEdTechbrowser integrations

Soft Skills

mentoringleadershipcommunicationempathypatienceautonomyproactivityanalytical skillscoachingcustomer service