Frontline Team Lead, Customer Support

Job Description

Job Description

Salary : About Kami

Kami is a thriving organisation filled to the brim with talented, creative, and passionate people! Its hard not to love what you do when our leading digital classroom platform offers meaningful solutions to over 50 million users worldwide, empowering students and supporting teachers!

Youll be joining at a pretty magical time. Kamis user base is growing by the day. With over 170 team members across the world, we couldnt be prouder of the accomplishments and milestones weve achieved to date. Now, this is your chance to join our team and become an integral member of Kamis growth, while shaping your own future (and having fun doing it)!

The Opportunity

This is more than just a support role. As the Frontline Customer Support Team Lead, you will directly influence the success of our customers by leading and mentoring our globally-distributed team supporting both the Kami platform as well as the newly welcomed Book Creator product. You will be instrumental in shaping a world-class customer experience, developing your team's professional skills, creating processes and policies for the team to streamline the support our customers are getting and ensuring millions of teachers feel heard and valued. In this pivotal role, you'll act as a key escalation point, a mentor, conduit for product improvements and a champion for our users within the company. For a leader motivated by meaningful work, this is a unique opportunity to make a tangible impact on a team, our products, and help shape how Kami is perceived.

What Youll Do

Lead and develop a globally-distributed team of frontline analysts, fostering a culture of excellence and continuous improvement across different time zones. You'll be the key point of escalation, guiding your team through complex technical challenges for both Kami and Book Creator, directly shaping their professional growth and success.

Champion operational excellence by refining support workflows, managing technical support queues, and enhancing our support resources like the Knowledge Base and Playbooks. Your work will be crucial in scaling our support systems to ensure a consistently high-quality experience for our rapidly growing user base.

Serve as a critical voice of the customer by collaborating closely with product and engineering teams, translating customer feedback and technical issues into actionable insights. You will become a subject matter expert, ensuring our product issues are turned in to challenges we cna solvewith information from the real-world needs of educators.

Enhance team performance and drive resolution ownership by developing internal training materials, establishing performance benchmarks, and ensuring customer tickets are resolved efficiently. You will engage with the wider company to communicate support insights, directly contributing to a more effective and responsive customer experience.

What Youll Bring

• Proven experience in a customer support or customer success role within a SaaS or EdTech company.
• Exceptional critical thinking and problem-solving skills, with a proven ability to analyze complex situations and devise effective solutions.
• Demonstrated experience as a Team Lead or Senior Customer Support Representative.
• Strong technical aptitude and experience with troubleshooting software issues.
• Excellent written and verbal communication skills, with an ability to explain complex technical concepts to a non-technical audience.
• A patient, empathetic, and customer-centric mindset.
• Experience working with US K-12 and Higher Education customers is highly desirable.
• Ability to work autonomously and manage a distributed team effectively.
• Familiarity with help desk software (e.g., Groove, Intercom) and remote collaboration tools.

Why Kami?

Were building a high performance, best in class team to help capitalize on our exciting momentum, and continue scaling Kami's magic and making a difference to schools, students, and teachers. With Kami, youll have