Kangarootime - Customer Support

United States·Buffalofull-timemid

OtherSupport

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Customer Support - Tier 1 Support Specialist About Kangarootime Kangarootime is an all-in-one childcare management platform that helps early childhood education centers streamline billing, enrollment,

Technical Tools

OtherSupport

Customer Support - Tier 1 Support Specialist

About Kangarootime

Kangarootime is an all-in-one childcare management platform that helps early childhood

education centers streamline billing, enrollment, staff management, parent communication,

and daily operations. Our mission is to give childcare providers more time to focus on what

matters most: the children in their care by removing administrative friction from their day.

About the Role

As a Tier 1 Support Specialist, you'll be the first point of contact for Kangarootime customers,

childcare center directors, administrators, and staff, who need help using the platform. You'll

troubleshoot everyday issues, answer product questions, and guide customers toward fast,

confident resolutions. This role is ideal for someone who is patient, detail-oriented, tech-

comfortable, and genuinely enjoys helping people solve problems.

You'll work closely with the broader Support and Customer Success team, escalating complex

issues to Product when needed, and contributing to the documentation and knowledge base

that helps both customers and teammates work more efficiently.

What You'll Do

Respond to inbound customer support requests via Zendesk (ticket queues and phone support) in a timely, friendly, and professional manner
Troubleshoot and resolve first-level issues related to core Kangarootime features
Use Zendesk macros, documentation, and internal resources to provide accurate, consistent answers
Identify when an issue needs to be escalated to Product or a specialized team, and hand it off with clear, complete context
Log tickets thoroughly and accurately, tagging and categorizing issues to support trend reporting
Flag recurring issues, product bugs, or gaps in documentation to the team
Contribute to and help maintain the Help Site / knowledge base, including writing or
updating articles, and identifying content that needs a refresh
Build and maintain working knowledge of new features and product updates as they're released
Practice troubleshooting in a sandbox/test center environment to stay sharp on product changes
Meet individual and team performance targets, including response time, resolution time, and customer satisfaction (CSAT)
Maintain a positive, empathetic, and solutions-oriented tone in every customer interaction

What We're Looking For

1+ year of experience in a customer support, help desk, or customer-facing role (SaaS or tech industry experience a plus)
Strong written and verbal communication skills, able to explain technical concepts in plain language
Comfortable learning new software quickly and navigating multiple tools at once (Zendesk experience a plus)
Excellent problem-solving skills and attention to detail
Ability to stay calm, patient, and empathetic when working with frustrated or non-technical users
Strong organizational skills and ability to manage a queue of multiple open tickets
A collaborative mindset where you are comfortable asking questions, shadowing teammates, and escalating when appropriate
Interest in or experience with the childcare, early education, or family services industry is a plus, but not required

Compensation