Customer Support Specialist

About the role

As a Customer Support Specialist at Everway, you'll help customers get the most from our products by providing support across chat, phone, and email channels. You'll troubleshoot technical issues, answer product and subscription-related questions, and ensure customers receive timely, effective assistance.

You'll also contribute to our self-service resources by maintaining and improving the knowledge base, helping customers find answers quickly and improving the overall support experience.

Main responsibilities

In this role, you will:

• Provide customer support across chat, phone, and email channels, resolving issues in a timely and effective manner.
• Diagnose and resolve technical issues, guiding customers through solutions and escalating complex cases to QA and Development teams where appropriate.
• Support subscription management requests, including account updates and subscription-related enquiries.
• Respond to product questions and help customers use our products effectively to achieve their goals.
• Maintain and improve the customer knowledge base, including articles, FAQs, and self-service resources.
• Collaborate with Customer Success, Product, and other teams to share customer feedback and identify opportunities for improvement.
• Maintain accurate records of customer interactions, support requests, and resolutions.
• Identify recurring customer issues and recommend improvements to processes, documentation, or support resources.
• Meet agreed service standards and support KPIs for response quality and resolution times.

Essential criteria

• 2+ years of experience in customer support or a related role, ideally within SaaS, EdTech, or a technology-enabled environment.
• Communicates clearly and effectively with customers, including explaining technical concepts in accessible language.
• Experience supporting customers across multiple channels, including chat, phone, and email.
• Experience diagnosing and resolving technical issues and customer enquiries.
• Experience using CRM, ticketing, or customer support platforms such as Zendesk, Salesforce, or similar.
• Experience maintaining or contributing to customer-facing knowledge base content and self-service resources.
• Strong organisational skills and attention to detail when managing customer interactions and records.
• Uses AI tools to improve workflow efficiency, knowledge management, research, or issue resolution.

Desirable criteria

• Experience supporting customers in the education sector, including K–12 or higher education environments.
• Familiarity with cloud-based software products or EdTech platforms.
• Experience identifying trends in customer issues and contributing to process improvements.
• Understanding of customer support metrics and service-level performance measures.
• Degree or equivalent experience in education, business, or a related field.

Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.