Kangarootime - Customer Experience Specialist

About Our Client

The organization operates in the childcare software industry, providing a platform designed to support childcare providers in managing their operations. It addresses challenges faced by providers in enrollment, billing, attendance, and parent communication by delivering a comprehensive software solution intended to improve operational efficiency and client engagement.

About the Opportunity

The Customer Experience Specialist serves as the initial point of contact for childcare providers using the platform, ensuring they effectively utilize the software to meet their needs. This role is responsible for managing support inquiries, resolving issues, and fostering long-term client relationships by driving product adoption and engagement. The position plays a key role in maintaining client satisfaction and retention, bridging communication between users and internal teams.

Responsibilities

• Respond promptly and professionally to inbound support requests via phone and email
• Diagnose and resolve common platform issues related to enrollment, billing, attendance, parent communication, and account setup
• Guide users through product features and workflows with clear instructions
• Log all interactions and resolutions accurately in the ticketing system
• Identify recurring issues and report trends to Support and Product teams
• Escalate complex technical issues to appropriate teams
• Proactively identify and support clients underutilizing the platform
• Maintain internal knowledge base and help center articles
• Identify and report opportunities for account expansion
• Document client goals, progress, and risks in the CRM
• Represent the brand professionally in all interactions

Requirements

• 1 to 3 years of experience in customer support, helpdesk, client-facing roles, or customer success/account management; SaaS experience preferred
• Strong written and verbal communication skills
• Experience with ticketing systems (Zendesk)
• Detail-oriented with strong documentation skills
• Patient and empathetic under pressure
• Curiosity about customers’ businesses and problem-solving with software
• Comfortable learning and demonstrating software; experience with CRMs or CSM platforms is a plus
• Familiarity with childcare, education, or small business operations is a bonus

Pay Range and Compensation Package

Full-time position at 40 hours per week, paying $24 to $25 per hour

Benefits & Perks

• Medical, dental, and vision insurance
• Employer-paid basic life insurance
• Company-paid short-term and long-term disability insurance
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• New York Paid Family Leave and Disability Benefits
• Voluntary life, accident, and critical illness insurance
• Wellness programs and virtual healthcare services
• Employee assistance resources
• Health and wellness discounts
• $250 annual wellness benefit

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.