Full-Time User Support Advocate
Kiddom is hiring a remote Full-Time User Support Advocate. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Kiddom
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About KiddomKiddom is a groundbreaking educational platform promoting student equity and growth by uniting high-quality instructional materials with dynamic digital learning. Through unparalleled curriculum management, Kiddom empowers schools and districts to own their curriculum, resulting in learning tailored to local needs and goals.
Job Summary
You will be the primary support for teachers maximizing their experience on Kiddom. Provide frontline support to teachers, administrators, and coaches. Report directly to the Head of Success. We're looking for someone passionate about education, empathetic towards teachers, with strong product acumen, and a commitment to Kiddom's mission.
Responsibilities
- Provide advanced technical support for escalated issues.
- Troubleshoot and resolve complex technical problems via email, chat, phone, or remote sessions.
- Work with Product, Engineering, and Tier 3 Support to resolve critical issues.
- Identify, document, and escalate recurring issues or system bugs.
- Maintain detailed case logs and customer interactions.
- Assist in creating/updating knowledge base articles, FAQs, and technical documentation.
- Conduct root cause analysis and recommend process improvements.
- Train and mentor Tier 1 support representatives.
- Ensure timely follow-up with customers to confirm issue resolution.
Qualifications
- 2+ years technical support/help desk experience, preferably Tier 2.
- Strong troubleshooting skills with a customer-first mindset.
- Proficiency in relevant technologies/software/systems.
- Experience with CRM/ticketing systems (e.g., HelpScout, Salesforce, Jira).
- Experience with auto-rostering systems (Clever, ClassLink, Google Classroom).
- Excellent written/verbal communication.
- Ability to work independently and in a fast-paced environment.
- Strong analytical/problem-solving skills.
- Experience working with cross-functional teams.
Salary
Competitive salary dependent on geography, experience, seniority, and demonstrated role-related ability during the interview process.
Benefits
- Competitive salary and equity.
- Health benefits: medical, dental, vision, disability, and life insurance.
- 10 paid sick days.
- Unlimited vacation time (subject to internal approval). Average use: 4 weeks per year.
- Paid family leave for eligible employees.
COVID Vaccination Policy
Kiddom requires employees to be vaccinated before visiting an office or attending company events. Remote roles exist but some may require in-office attendance, making vaccination a condition of employment.