About Kami
Kami is a thriving organisation filled to the brim with talented, creative, and passionate people! It’s hard not to love what you do when our leading digital classroom platform offers meaningful solutions to over 50 million users worldwide, empowering students and supporting teachers!
You’ll be joining at a pretty magical time. Kami’s user base is growing by the day. With over 170 team members across the world, we couldn’t be prouder of the accomplishments and milestones we’ve achieved to date. Now, this is your chance to join our team and become an integral member of Kami’s growth, while shaping your own future (and having fun doing it)!
The Opportunity
We are seeking a highly motivated and adaptable Customer Support Specialist to be a central pillar for both our customer-facing and internal support operations. This is a unique hybrid role for a problem-solver who thrives on variety and making a tangible impact on our products and customers.
You will be a key voice, providing expert-level escalation support, but your influence will extend far beyond traditional support. You will be a product quality champion, testing new features before they reach our users.
You'll also be an operations expert, assisting with customer onboarding and license management, and an internal enabler, training colleagues on our support platforms. If you love wearing multiple hats and ensuring a seamless customer journey, this role is for you.
What You’ll Do
- Act as a key escalation point, providing timely, empathetic solutions for complex technical issues, managing the ticket lifecycle, and triaging bugs for engineering.
- Build, write, and maintain content for our external customer-facing Knowledge Base and support documentation.
- Champion product quality by participating in formal QA, QC, and User Acceptance Testing (UAT) to rigorously test new features, document test cases, and prioritize bugs.
- Drive support operations by contributing to new customer onboarding, overseeing license management, and maintaining our CRM and support platform integrations.
- Analyze support data and ticket trends to find inefficiencies, drive process improvements, and provide consolidated feedback to the product team.
- Serve as an internal subject matter expert, developing and delivering training and creating internal knowledge base "playbooks" for the Customer Support and wider teams.
What You’ll Bring
- 4+ years of experience in a customer-facing role within the tech or SaaS industry (e.g., Customer Support, Technical Support, or Customer Success).
- Exceptional communication and problem-solving skills, with the ability to explain complex technical ideas clearly, listen with empathy, and proactively identify root causes.
- A meticulous attention to detail and strong technical aptitude, allowing you to learn complex software quickly, rigorously test new features, and manage customer account details with precision.
- Proven time management and prioritization skills, with the ability to context-switch between support tickets, QA testing, and operational tasks in a fast-paced environment.
- Bonus points for: Experience with formal QA tools (like JIRA), CRMs (like HubSpot, Pipedrive), ticketing systems, or experience leading training session
Why Kami?
We’re building a high performance, best in class team to help capitalize on our exciting momentum, and continue scaling Kami's magic and making a difference to schools, students, and teachers. With Kami, you’ll have
- A people-first employer that is on an inspiring mission to build the future of education while changing the lives of millions
- High calibre and diverse team ranging from successful startup veterans, to Fortune 500 and big tech professionals
- Continuous learning and development opportunities, including subsidised course fees, certifications, conferences, and free access to Udemy and more
- A strong mission; the satisfaction of knowing you’re not only helping modern-day superheroes, aka teachers but also helping them shape the minds of future generations all across the globe
- Happy customers: Helping thousands of schools worldwide through the digital transformation of education for the 21st century. Just read our reviews.
- Huge potential: Already used by 50M users in 175 countries. One of the most popular and fastest-growing EdTech platforms worldwide.
Top Skills
What We Do
We come to work everyday to help foster a positive learning journey for everyone. Kami was developed in Aotearoa, New Zealand by four university friends who decided to make a difference. Ten years later, we’ve grown into a team of over 100 Kami-leons with a shared goal of supporting classroom heroes and leveling the playing field so that all students, no matter their age, grade, or ability, can love learning. We’re proud to have been named one of Time magazine’s most influential companies in 2022 and included in the Deloitte Fast 50 as the fastest growing company and fastest growing exporter in 2021. Our investors include leading Australian venture capitalist firm Right Click Capital, CapitalPitch, New Zealand-based Flying Kiwi Angels, New Zealand Venture Investment Fund, and notable Silicon Valley investors such as Sam Altman of Y Combinator and Scott Nolan of Founders Fund. Our Team: We believe that having a dedicated, enthusiastic, and non-hierarchical team can achieve remarkable things — we’re well on-track to proving it, too. Our company culture embraces diversity, compassion, transformation, and most importantly, fun! With these values, we're working to add a little magic to education so that teachers and students can achieve so much more together. We thrive in an encouraging environment where people can share ideas, generate solutions, and grow. Join us in building the future of education. Get in touch at [email protected], we’d love to hear from you!
.png)
