Customer Success Specialist

Who Are You? 

You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and the customer empathy to maintain strong relationships without needing extensive strategic planning. You balance efficiency with genuine care, and you're equally comfortable diving into support as you are helping customers find success using technology. You see customers as partners in solving problems, not just accounts to manage. You're ready to build with your team and grow with the company. 

If this describes you, Kaleidoscope is thrilled you're here. 

Who Are We? 

We're re-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers, while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools, services, and support organizations need to launch and operate world-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce, to individuals creating their legacy - and we're expanding into entirely new markets. We're not just building software; we're supporting our partners in creating opportunity. If you care about impact and want to be part of a team moving the needle on real problems, this is the place. In 2025, we were awarded the best scholarship management software and top 50 EdTech software on G2. 

Learn more at www.mykaleidoscope.com. 

Position Summary 

The Customer Success Specialist provides exceptional support to our self-service customer base, ensuring they have the resources and expertise they need to succeed independently. This role handles ongoing support and problem resolution for assigned accounts. 

What makes this role distinctive is its support-first mission. You are the operational backbone ensuring our customers can use Kaleidoscope effectively and resolve issues quickly. While Account Managers focus on relationship health and growth, your expertise is in rapid issue resolution, self-service enablement, and streamlining the customer experience through thoughtful troubleshooting and technology workflows. This distinction matters - it means you’re able to focus on operational excellence, customer satisfaction, and outcomes without balancing competing priorities. 

Your primary responsibilities include handling customer requests through email and support tickets, providing thoughtful troubleshooting, client journey management, and strategically escalating to specialized teams (Product, Engineering, Strategic CSMs) when needed. You'll work closely with Account Managers to keep them informed of customer health signals and opportunities, but your focus is on making sure customers have what they need to succeed on their own. As we refine how support and customer success work together, your role may evolve, and your insights about what's working, what needs adjustment, and how we can scale and serve customers will inform how we evolve. This is a hybrid role based in our Minneapolis office—3 days on-site, 2 days remote. 

Position Responsibilities 

Support & Issue Resolution (Primary Focus) 

• Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions 
• Handle technical troubleshooting, process questions, and general platform questions independently 
• Maintain detailed ticket documentation to ensure context and continuity 
• Escalate appropriately to Product, Engineering, or other teams when issues fall outside support scope 
• Provide proactive, empathetic communication about issue status and resolution timelines 

Self-Service & Knowledge Base Development 

• Contribute to knowledge base by identifying common questions and writing help articles 
• Build inline product walkthroughs and contextual help to reduce support volume 
• Test and improve AI-assisted support responses, identifying gaps and opportunities 
• Surface product patterns and feature requests to the Product team 

Customer Health & Collaboration 

• Manage Customer Journey Lifecycle with leading technology tools 
• Monitor customer health through ticket patterns and engagement metrics 
• Communicate proactively with Account Managers about account health and escalations 
• Collaborate with internal teams on customer issues and product improvements 

Team & Company Responsibilities 

• Meet performance targets for response time, resolution time, and customer satisfaction 
• Collaborate with teammates to share best practices and process improvements 
• Serve as a culture champion of Kaleidoscope, working in accordance with company policies and values 
• Maintain reliable attendance and perform other duties as assigned 
• Hybrid role: 3 days per week in our Minneapolis office, 2 days remote 

Required Qualifications 

• Experience with support platforms a plus (Intercom, Zendesk, or similar ticketing/live chat systems) or demonstrated ability to quickly learn support tools 
• Strong technical troubleshooting skills with ability to solve problems independently 
• Excellent written and verbal communication skills 
• Ability to prioritize effectively when managing multiple support requests 
• Ability to work in a fast-paced startup environment with evolving priorities 
• Proficiency with Microsoft Office Suite 
• Ability to pass a background check 
• Authorized to work in the US for any employer

Preferred Qualifications 

• 2+ years of customer support or customer success experience in a software or tech environment 
• Bachelor's degree or higher 
• Experience with Salesforce or similar CRM platforms 
• Experience with scholarship, grant management, nonprofit technology, or education sector software 
• Experience building or contributing to knowledge bases or support documentation 
• Startup or scale-up experience in a high-growth environment 

What We'll Deliver 

Tools & Resources 

• Support and retention platforms with AI capabilities 
• Salesforce CRM for customer context 
• Clear playbooks and processes for common support scenarios 
• Regular training on product features and best practices 

Professional Development 

• Customer support training and enablement 
• Scholarship and grant industry training 
• Mentorship from experienced support and customer success team members 
• Regular feedback and coaching 
• Clear visibility into team metrics and performance 

Culture & Benefits 

• Fast-paced, high-growth, mission-driven team 
• Competitive pay and benefits package including: 
• Medical, dental, vision coverage 
• 401(k) with company match 
• Paid parental leave policy 
• Flexible PTO 
• And more! 

Our Mission 

Our mission is to eliminate financial barriers to advancement by mobilizing philanthropic dollars to support students in need. Every day, we're working to connect capable students with the funding they need to reach their potential - and helping organizations create meaningful scholarship programs that change lives. 

Equal Opportunity Employer 

Kaleidoscope is an equal opportunity employer. We're committed to building a diverse team because varied perspectives help us better serve our customers, partners, and scholars from every background. We welcome applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. 
Salary Range - $50k to $56k