Junior/Middle Client Support Specialist

About the role

We are looking for a Client Support Specialist to deliver outstanding support to assessment clients of a higher education SaaS platform, primarily through email and ticketing with occasional virtual conferencing. You will develop expert-level knowledge of the platform to efficiently resolve client issues, maintain accurate support records, and serve as a client advocate in cross-functional escalations. The role is ideal for someone with SaaS, higher education, or EdTech experience who thrives in a fast-paced, self-directed environment.

What you will do

• Deliver outstanding support to assessment clients through email, ticket updates, and virtual conferencing;
• Create and maintain strong client relationships;
• Gain expert-level knowledge of the assessment platform to efficiently and effectively solve client problems;
• Create and maintain accurate records of client interactions through the support platform;
• Evaluate, recommend, and test platform changes to improve client adoption and satisfaction;
• Collaborate with cross-functional teams on escalated requests and serve as a client advocate.
• Work within USA East Coast business hours (9:00 AM–6:00 PM ET)

Must haves

• Bachelor’s degree from an accredited institution;
• 1+ years of experience in a similar support role;
• Previous experience in a SaaS company, higher education, or EdTech;
• Energetic and eager to take initiative in a fast-paced and changing environment;
• Strong interpersonal, verbal, written communication, and time management skills;
• Ability to quickly gain expertise with complex technology;
• Ability to interact and work effectively with multiple team members;
• Ability to initiate and complete tasks independently without close supervision;
• Ability to prioritize multiple tasks without compromising quality;
• Upper-intermediate English level.

Nice to haves

• Inquisitive attitude and strong research skills;
• Prior experience in a start-up environment;
• Analytical mindset and ability to think on the fly;
• Experience with tools such as Excel, PowerPoint, Google Suite, Jira, and search engine navigation.