Kojo is looking to hire a Support Specialist who will be responsible for handling inbound support requests via chat and email and building and maintaining our customer-facing knowledge base. This role will include:

  • Partner with our customers and effectively resolve issues through email and chat
  • Maintain comprehensive knowledge of Kojo to diagnose software issues, engaging with our product and engineering teams to solve more complex product issues
  • Help customers navigate a variety of tools & features within Kojo
  • Act as a brand ambassador for Kojo, providing world-class service to all customers
  • Provide white-glove support through personalized emails and both inbound & outbound phone calls
  • Send timely status updates, case reports, and process-improvement proposals to internal stakeholders on a consistent basis
  • Maintain a 5-minute First Response time via chat
  • Maintain a 10-minute First Response time via email
  • Keep track of escalated tickets to ensure that engineering team is delivering a timely resolution for customer issues
  • Identify workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo
  • Willingness and ability to work 9-5 Pacific Time
  • Utilize JIRA, Front and Intercom as tools

About you:

  • 2 Years professional experience in a customer-facing role, preferably within the software or SaaS industry
  • Have demonstrated experience in customer service and are passionate about the customer experience
  • You have a track record of success working in a fast-paced environment and demonstrating a high sense of urgency
  • You have an understanding of computer systems and troubleshooting issues with minimal assistance
  • You have a deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways
  • You establish trust and effective working relationships with internal and external stakeholders
  • You are an effective written communicator and listener, and you’re comfortable expressing ideas and opinions to varied audiences
  • You’re a highly motivated self-starter with an eagerness to learn and grow, and you are receptive to feedback

This role is entirely remote for candidates based in the United States.
The salary range for this role is between $40,000 USD and $55,000 USD. See details about compensation ranges below.

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