User Support Advocate

About Kiddom

Kiddom is a groundbreaking educational platform that promotes student equity and growth by uniting high-quality instructional materials with dynamic digital learning. Through unparalleled curriculum management functionality, Kiddom empowers schools and districts to take ownership of their curriculum – resulting in learning experiences tailored to meet the unique needs and goals of local communities. Kiddom’s high-quality curriculum is layered with robust teacher and leader data insights to drive the continuous improvement of instructional decisions, school/district programming, and professional learning.

Kiddom enables teachers and learners to unlock their full potential. Education technology is increasingly fragmented across various applications, undermining utility and causing cognitive overload, frustration, and ultimately, rejection. Kiddom is building a unified collaborative learning platform for educators to integrate content, curriculum, and analytics in one place.

Kiddom’s User Support Advocate is the Kiddom team's direct line of help to any customer using Kiddom. The right candidate is an avid learner of the Kiddom platform, an unwavering advocate for Teachers and Students, and a highly collaborative teammate. As the direct line of support you will be responsible for helping thousands of teachers and students maximize their experience using Kiddom. In this role, you will work directly with teachers, schools leaders, and internal teams to ensure any technical issues are solved, and be responsible for removing any barriers to using Kiddom. A byproduct of your work is improving education. The societal impact from this work has an unbounded positive impact. You will report directly to the Support Manager. 

The individual selected for this role will know the Kiddom platform, inside and out and have a passion for helping users, education, and have the ability to empathize with teachers, the ability to become a product expert, and a commitment to Kiddom’s mission and vision.

• Assist and support the users by responding to customer inquiries, email or online chat via HelpScout
• Have the ability to communicate with a diverse group of users — schools are not a monolith, there is a wide range of people with diverse backgrounds using our product.
• Maintain and grow the Kiddom knowledge base and other helpful assets to enable users to solve problems they encounter using the product without dependency on in-person interactionsPartner with Customer Success, Product and Engineering to lobby for bug fixes and feature requests.
• Use data to drive a quantitative decision-making approach to solving company objectives
• Responsibilities will evolve and scale with your ability to contribute to the team

• At least 1-2 years of relevant experience in customer support, tech support, customer service, or customer success at a technology company
• Experience with learning new technologies and explaining complex topic processes to people with varying levels of technical knowledge
• An inquisitive and fast learner
• Strong empathy for educators
• Passion for improving education equitably
• Experience with CRM tools like HelpScout, Jira and Salesforce is beneficial
• Education field experience, and/or experience in a Support role at an ed-tech company is preferred but not required

Salary range is dependent on geography and demonstrated technical or role related ability during the interview process.

Salary range is dependent on geography, past experience, seniority, and demonstrated role related ability during the interview process.

What we offer

-Full time permanent employees are eligible for the following benefits from their first day:

-Competitive salary

-Meaningful equity

-Health benefits: medical (various PPO/HMO/HSA plans), dental, vision, disability and life insurance

-10 paid sick days per year

-Unlimited vacation time policy (subject to internal approval). Average use 4 weeks off per year.

-Paid family leave after birth/adoption of caretakers and minimum of 16 paid weeks for birthing parents. Meant to supplement benefits offered by State.

COVID Vaccination Policy

Kiddom policy requires employees to be vaccinated before they visit an office or attend company events..

We have remote roles but in certain positions where office attendance is deemed to be essential to the role, offers of employment shall be conditional upon proof of vaccination.

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