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Client Success Specialist

3 weeks, 6 days ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
KickUp

KickUp

KickUp provides a data analytics platform designed to assist K-12 educational systems in managing teacher professional development, assessing program effectiveness, and utilizing formative data to enhance decision-making processes.

Internet Software & Services
11-50
Founded 2014
$4M raised
View All Jobs 3

Description

  • Serve as the primary owner of all inbound customer support through Intercom across all account tiers.
  • Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources.
  • Manage and continuously improve the Intercom Fin AI agent by maintaining help content and refining conversation flows.
  • Analyze support ticket trends and share patterns with the broader Client Success team to inform proactive improvements.
  • Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist.
  • Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one.
  • Share data screencasts, usage reports, and scaled communications to support early product adoption.
  • Execute mass outreach campaigns through email and Intercom to keep Lite Touch districts informed and engaged.
  • Grow into facilitating Partnership Reviews and supporting renewal conversations for Lite Touch accounts.
  • Collaborate with Client Success Managers, the Data & Configuration Manager, Product, and Engineering to deliver a seamless customer experience.

Requirements

  • 1–3 years of experience in customer support, customer success, or a related client-facing role.
  • Strong written communication skills with attention to tone, clarity, and brevity in async and high-volume environments.
  • Experience with Intercom or similar support platforms.
  • Familiarity with AI-assisted support tools such as Fin is a strong plus.
  • Experience prompting, configuring, or working alongside AI agents is a significant advantage.
  • Ability to spot recurring patterns in support requests and identify root causes.
  • Strong organizational skills and the ability to manage multiple open threads, accounts, and priorities.
  • Comfort with ambiguity and the ability to make judgment calls in a fast-paced environment.
  • Passion for education or experience in an education-adjacent setting is a plus, not a requirement.
  • Must be legally eligible to work in the United States and able to work 9am–5pm Eastern Time.

Benefits

  • Remote-first work environment with the ability to work anywhere in the United States.
  • Stock options in a growing company.
  • 401(K) plan with employer matching.
  • Universal paid parental leave.
  • Medical, dental, and vision insurance options.
  • Annual stipend for professional learning.
  • Flexible PTO policy.
  • Extended holiday break, summer Fridays, and Focus Fridays with limited Slack and meetings.
  • Salary range of $55,000–$75,000 with growth potential and future eligibility for variable compensation.

Interested in this position?

Apply directly on the company website

Apply Now

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