Customer Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Everway

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

☁️ SaaS

Education • Accessibility • SaaS

Everway is a technology company that specializes in creating innovative tools designed to enhance learning and accessibility in both educational and workplace settings. With a focus on understanding and empowering individuals with diverse learning needs, their products support literacy, math accessibility, and inclusive learning experiences. Formerly known as n2y and Texthelp, Everway aims to break down barriers and promote neuroinclusion, ensuring that everyone has the opportunity to thrive in their educational and professional environments.

📋 Description

• Provide customer support across chat, phone, and email channels • Diagnose and resolve technical issues, guiding customers through solutions and escalating complex cases to QA and Development teams • Support subscription management requests, including account updates and subscription-related enquiries • Answer product questions and help customers use products effectively • Maintain and improve the customer knowledge base, including articles, FAQs, and self-service resources • Collaborate with Customer Success, Product, and other teams to share customer feedback and identify improvement opportunities • Maintain accurate records of customer interactions, support requests, and resolutions • Identify recurring customer issues and recommend improvements to processes, documentation, or support resources • Meet agreed service standards and support KPIs for response quality and resolution times

🎯 Requirements

• 2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment • Clear and effective customer communication, including explaining technical concepts in accessible language • Experience supporting customers across chat, phone, and email • Experience diagnosing and resolving technical issues and customer enquiries • Experience using CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar • Experience maintaining or contributing to customer-facing knowledge base content and self-service resources • Strong organisational skills and attention to detail when managing customer interactions and records • Use of AI tools to improve workflow efficiency, knowledge management, research, or issue resolution • Experience supporting customers in the education sector, including K–12 or higher education environments (desirable) • Familiarity with cloud-based software products or EdTech platforms (desirable) • Experience identifying trends in customer issues and contributing to process improvements (desirable) • Understanding of customer support metrics and service-level performance measures (desirable) • Degree or equivalent experience in education, business, or a related field (desirable)

🏖️ Benefits

• Competitive salary with bonus opportunities • Flexible work schedules • Comprehensive health and wellness benefits • Flexible time off plans • Career growth through development programs • Collaborative, innovative culture • Drug-Free Workplace • Equal Opportunity Employer