Kangarootime - Customer Experience Specialist

About the Role: As a Customer Experience Specialist at Kangarootime , you are the first point of contact for childcare providers who need help getting the most out of our platform. You'll handle inbound support requests via phone and email, resolving issues quickly, documenting what you learn, and escalating complex problems to the right teams. You'll own the post-sale relationship for a portfolio of childcare providers, building rapport and driving feature adoption to set clients up for long-term success. The goal is simple: turn new clients into lasting partners. This is a relationship-first role that sits at the intersection of people skills, product knowledge, and technical troubleshooting. What You'll Do: Respond to inbound support requests via phone and email in a timely and professional manner Diagnose and resolve common platform issues related to enrollment, billing, attendance, parent communication, and account setup Guide users through product features and workflows with clear, step-by-step instructions Accurately log all interactions and resolutions in the ticketing system, Zendesk Identify recurring issues and surface trends to the Support Director and Product team Escalate tickets that require deeper technical investigation or product expertise to the appropriate team(s) Proactively identify clients who are underutilizing the platform and create action plans to drive deeper engagement Monitor account health signals and intervene early when churn risk appears Serve as the voice of the customer internally — relay feedback, bugs, and feature requests to Product and Support Contribute to and maintain the internal knowledge base and help center articles Identify expansion opportunities — additional locations, seats, or features — and surface them to the appropriate team Document client goals, progress, and risks in the CRM Represent Kangarootime's brand with professionalism and care in every interaction What We're Looking For: 1 – 3 years of experience in a customer support, helpdesk, or client-facing role (SaaS experience a plus) and/or experience in customer success and account management Strong written and verbal communication skills Comfortable working in a ticketing system (Zendesk) Detail-oriented with strong documentation habits Patient, empathetic, and composed under pressure Genuine curiosity about customers' businesses and how software can solve real operational problems Comfortable learning and demonstrating software; prior experience with CRMs or CSM platforms is a plus Familiarity with childcare, education, or small business operations is a bonus but not required Compensation: Full-time position / 40 hours per week @ $24-$25/hr Location: HQ in Buffalo, NY, this position can be remote or hybrid Benefits Package: We offer competitive medical, dental, and vision insurance; employer-paid basic life insurance; company-paid short-term disability (STD) and long-term disability (LTD); Health Savings Accounts (HSA); Flexible Spending Accounts (FSA); New York Paid Family Leave (PFL) and Disability Benefits (DBL); voluntary life, accident, and critical illness insurance; wellness programs; virtual healthcare services; employee assistance resources; a variety of health and wellness discounts; and a $250 annual wellness benefit through our insurance carrier. Compensation The base pay range for this role is $24 – $25 per hour.