Specialized Support Analyst

Kuali.ai; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Kuali.ai is seeking a Specialized Support Analyst to join their remote team. This role involves providing specialized support to customers and managing potentially complex or sensitive cases. The candidate should have strong communication skills, a problem-solving mindset, and a passion for customer service excellence.

Benefits

Training Allowance

Flexible PTO

Extended Family Leave policy

Commitment to sustainability

Qualifications

• 2+ years of experience in bilingual customer service or customer success.
• Excellent English communication skills.
• Proven ability to manage high-pressure situations.

Responsibilities

• Provide high-priority support to customers via chat/email.
• Manage complex cases and ensure accurate documentation.
• Collaborate with internal teams to resolve issues.

Skills

Customer Service

Emotional Intelligence

Problem-Solving

Job description

We’re growing! Don't miss the opportunity to be part of our global team as ourSpecialized Support Analyst.

About us:

At iVisa we believe that traveling should be simple. That’s why over 1 million travelers have chosen us to facilitate their passports, visas, and other travel documents. We are the easiest, fastest, and simplest solution in the market. Our company is growing 80% year on year. We know our biggest strength is our people and we’re looking for the right new team members to help propel our culture and achieve our goals. Above all else, we always have fun!
Explore all our open positions here

Why iVisa?

• Collaborative, friendly, and diverse culture: We foster an inclusive and vibrant atmosphere, featuring a dynamic and international environment with flat hierarchies and exceptionally amiable colleagues.
• Truly remote-first work environment: work from anywhere or everywhere - we encourage global travel.
• Training Allowance: Access an outstanding learning platform to facilitate your professional growth.
• Extended Family Leave policy: Our policy covers all birthing parents, non-birthing parents, and adopting parents.
• Thrive in a highly tech-savvy company equipped with cutting-edge tools and the power to make a substantial impact.
• Join us in our commitment to the planet and sustainability: For every iViser, we plant one tree, allowing you to contribute to our environmental initiatives.
• Rest and Relaxation: We offer flexible PTO for all employees.

As a Specialized Support Analyst. , you'll be responsible for:

• Provide specialized, high-priority support to customers via Intercom (chat/email/public review sites) and occasionally by phone.
• Manage complex or sensitive cases that could result in public complaints or legal escalation.
• Act with empathy, clarity, and professionalism in every interaction.
• Monitor and escalate potentially viral issues or PR risks.
• Ensure case updates are accurately documented in our internal systems.
• Collaborate with internal teams to resolve issues and drive customer satisfaction.
• Deliver structured feedback and contribute to reporting on escalations and online reputation impact.
• Identify recurring issues and suggest process improvements based on real customer pain points.

What will make us choose you?

• 2+ years of experience in bilingual customer service or customer success (travel or insurance sector a plus).
• Excellent English communication skills — both written and verbal — with strong emotional intelligence.
• Proven ability to manage high-pressure or emotionally charged situations calmly and professionally.
• Problem-solving mindset with a strong sense of ownership and accountability.
• A proactive attitude toward learning, growing, and improving customer experience.
• Comfortable working independently and across teams in a fast-paced, remote environment.
• A passion for service excellence and a desire to make a real difference in customer outcomes.

iVisa ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, marital status, or medical condition.