SaaS Customer Support Specialist (Multi-Channel)

Everway Group; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary with bonus

Flexible work schedules

Health and wellness benefits

Flexible time off plans

Career growth programs

Job summary

Everway is seeking a Customer Support Specialist to help customers get the most from our SaaS and EdTech products across chat, phone, and email. You will troubleshoot issues, answer questions about subscriptions, and contribute to our knowledge base to improve the support experience.

The role requires 2+ years in customer support, strong written and verbal communication, and familiarity with CRM tools like Zendesk or Salesforce.

Qualifications

• 2+ years in customer support or a related role, ideally SaaS/EdTech
• Experience supporting customers across chat, phone, and email
• Experience diagnosing and resolving technical issues and customer inquiries
• Experience using CRM, ticketing, or customer support platforms such as Zendesk or Salesforce
• Experience maintaining or contributing to customer-facing knowledge base content and self-service resources
• Strong organizational skills and attention to detail in managing customer interactions and records
• Uses AI tools to improve workflow efficiency, knowledge management, research, or issue resolution
• Education sector experience (K–12 or higher education) and familiarity with EdTech platforms

Responsibilities

• Provide customer support across chat, phone, and email channels, resolving issues promptly
• Diagnose and resolve technical issues and guide customers through solutions
• Support subscription management requests and account updates
• Answer product questions and help customers use our products effectively
• Maintain and improve the customer knowledge base and FAQs
• Collaborate with Customer Success, Product, and other teams to relay customer feedback
• Maintain accurate records of customer interactions and resolutions
• Identify recurring issues and suggest process improvements
• Meet service standards and KPIs for response quality and resolution times

Skills

Communication

Organization

Quality focus

Education sector knowledge

AI tools usage

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce

CRM platforms

Ticketing systems

Job description

Everway is seeking a Customer Support Specialist to help customers get the most from our SaaS and EdTech products across chat, phone, and email. You will troubleshoot issues, answer questions about subscriptions, and contribute to our knowledge base to improve the support experience.

The role requires 2+ years in customer support, strong written and verbal communication, and familiarity with CRM tools like Zendesk or Salesforce.