Customer Support Analyst

Kami

Customer Support Analyst managing inquiries and technical issues at Kami, a leading digital classroom platform. Providing problem-solving support for users of Kami and Book Creator.

Posted 4/26/2026full-timeRemote • Colorado • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Handle a variety of customer inquiries via email and chat, diagnosing technical issues for both Kami and Book Creator with patience and precision.
Maintain consistently high CSAT (Customer Satisfaction) scores and meet response time benchmarks 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.
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 team.
Work closely with other team members and engineers to report bugs effectively, helping us squash issues before they affect more users.
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.

Requirements

What you’ll need

3+ 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.
You possess strong critical thinking skills and a genuine love for solving puzzles.
You are comfortable troubleshooting browser-based software and are a quick study when it comes to new tools (like HubSpot, Intercom, or Slack).
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.
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.

Benefits

Comp & perks

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.
Huge potential: Already used by 70M users in 175 countries.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingbug investigationtechnical issue diagnosiscustomer supportproblem-solvingcritical thinkingtime managementSaaS experienceremote workknowledge base contribution

Soft Skills

empathetic communicationpatienceprecisionself-starterproactive communicationteam collaborationcustomer empathyadaptabilityuser supportcomplex problem resolution