Client Success Specialist

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KickUp

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11 - 50 Mitarbeiter

📚 Bildung

☁️ SaaS

⚡ Produktivität

Education • SaaS • Productivity

KickUp ist eine führende Plattform, die sich der Verbesserung der Effektivität von Lehrkräften in Schulbezirken widmet. Sie bietet eine Reihe von Softwarelösungen, darunter KickUp Foundations, KickUp Learning und KickUp Growth, die darauf ausgelegt sind, das Management des beruflichen Lernens, die Bewertung von Lehrkräften sowie Coaching- und Mentoring-Prozesse zu optimieren. KickUp zielt darauf ab, außergewöhnliche Lehrerfahrungen zu schaffen, indem es datengestützte Erkenntnisse und personalisierte berufliche Weiterentwicklung bereitstellt. Die Plattform wird von Schulbezirksleitern wie stellvertretenden Superintendenten, Direktoren für berufliche Weiterbildung und Bezirksleitern genutzt, um strategische Bildungsinitiativen zu überwachen und zu verbessern.

Beschreibung

• Serve as the primary owner of all inbound customer support through Intercom across all account tiers • Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources • Manage and continuously improve our Intercom Fin AI agent — maintaining help content, refining conversation flows, and identifying gaps in self-service coverage • Analyze support ticket trends and surface patterns to the broader CS team to inform proactive improvements • Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist • Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one • Share data screencasts, usage reports, and scaled communications to drive early product adoption • Execute mass outreach campaigns (email, Intercom) to keep Lite Touch districts informed and engaged throughout the year • Grow into facilitating Partnership Reviews and supporting renewal conversations for your Lite Touch accounts over time • Collaborate with Client Success Managers, the Data & Configuration Manager, and the Training & Enablement Specialist to deliver a seamless customer experience • Escalate complex issues appropriately and close the loop with customers on resolution • Engage with Product and Engineering teams to share feedback surfaced through support volume and trends

🎯 Anforderungen

• Bring 1–3 years of experience in customer support, customer success, or a related client-facing role • Are a strong written communicator — attentive to tone, clarity, and brevity, especially in async and high-volume environments • Have experience with Intercom or similar support platforms; familiarity with AI-assisted support tools (like Fin) is a strong plus • Are AI-curious and excited about using AI tools to improve support quality and efficiency — experience prompting, configuring, or working alongside AI agents is a significant advantage • Spot patterns — you naturally notice when the same question comes up three times and ask why, rather than just answering it a third time • Are organized and can manage multiple open threads, accounts, and priorities without losing track • Are motivated by customer satisfaction and take pride in leaving every interaction better than you found it • Are comfortable with ambiguity and can make judgment calls in a fast-paced environment • Share KickUp’s values: mission-driven, customer-obsessed, and always focused on improving outcomes for educators • Have a passion for education or experience in an education-adjacent setting — a plus, not a requirement

🏖️ Vorteile

• Stock options in our growing company • 401(K) plan with employer matching • Universal paid parental leave • A variety of medical, dental, and vision insurance options • An annual stipend for professional learning • Flexible PTO policy, extended holiday break, summer Fridays, and “Focus Fridays” – a day with limited Slack and meetings throughout the year