About KinderSystems
At KinderSystems, we're passionate about revolutionizing the childcare industry by providing innovative subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our mission is to create a world where every family, regardless of their income level, has access to high-quality childcare. With hundreds of agencies in the publicly funded childcare sector relying on our applications, we're committed to streamlining operations, ensuring compliance with government regulations, and meeting the needs of the families we serve.
About the Role
We're seeking an experienced Bilingual Customer Support Specialist to join our remote team. As a key member of our Support Center, you'll provide exceptional first-line client service and technical support via telephone, email, chat, and personal interaction. If you're enthusiastic about caring for our clients, possess strong attention to detail, and have a customer-focused mindset, we'd love to hear from you.
Responsibilities and Duties
As a Customer Support Specialist with KinderSystems, you'll be responsible for:
- Answering telephone calls, emails, and chats in a fast-paced call center environment
- Accurately documenting and processing customer claims in appropriate systems
- Following all required scripts, policies, and procedures
- Complying with requirements surrounding confidential information and personal information
- Appropriately escalating customer issues to management
- Utilizing knowledge base and training to answer customer questions accurately
- Answering telephone calls promptly and in a polite and professional manner
- Training end-users on how to use company software products and systems
- Helping meet customer Service Level Agreements (SLAs)
- Attending meetings and training, and reviewing all new training material to stay up-to-date on changes
- Ensuring first call resolution through problem-solving and effective call handling
- Occasional travel may be required (for conferences or to visit customer sites)
- Occasional on-call or overtime evening hours are required, and occasional weekend hours may be required, depending on the needs of our clients
- This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions
Requirements
To be successful in this role, you'll need:
- Bilingual, including written and verbal communication
- Experience working in a support center, preferably SaaS
- Experience within the childcare industry, preferably experience within a subsidized childcare program
- Experience with KinderSystems software is a huge plus!
- Strong interpersonal, writing, and verbal communications skills are essential
- Excellent troubleshooting skills are vital
- Teamwork is necessary
- Education and experience in customer handling skills are highly desirable
- Experience with CRMs
- Experience with Microsoft Word, Outlook, and Excel is required
- Three or more years of on-the-job technical writing, training, or education experience is preferred
- The ability to travel locally/nationally for up to a week at a time is required
What We Offer
As a valued member of our team, you'll enjoy:
- The ability to work from anywhere in the United States
- Starting pay $20/hr, depending on experience
- Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
- 401(k) retirement plan, with company match
- Paid company holidays and generous PTO
- Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the childcare industry for all families
About Us
KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
How to Apply
If you're passionate about delivering exceptional customer support and are excited about the opportunity to join our remote team, please apply through our website:
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