Customer Support - Tier 1 Support Specialist
About Kangarootime
Kangarootime is an all-in-one childcare management platform that helps early childhood
education centers streamline billing, enrollment, staff management, parent communication,
and daily operations. Our mission is to give childcare providers more time to focus on what
matters most: the children in their care by removing administrative friction from their day.
About the Role
As a Tier 1 Support Specialist, you'll be the first point of contact for Kangarootime customers,
childcare center directors, administrators, and staff, who need help using the platform. You'll
troubleshoot everyday issues, answer product questions, and guide customers toward fast,
confident resolutions. This role is ideal for someone who is patient, detail-oriented, tech-
comfortable, and genuinely enjoys helping people solve problems.
You'll work closely with the broader Support and Customer Success team, escalating complex
issues to Product when needed, and contributing to the documentation and knowledge base
that helps both customers and teammates work more efficiently.
What You'll Do
- Respond to inbound customer support requests via Zendesk (ticket queues and phone support) in a timely, friendly, and professional manner
- Troubleshoot and resolve first-level issues related to core Kangarootime features
- Use Zendesk macros, documentation, and internal resources to provide accurate, consistent answers
- Identify when an issue needs to be escalated to Product or a specialized team, and hand it off with clear, complete context
- Log tickets thoroughly and accurately, tagging and categorizing issues to support trend reporting
- Flag recurring issues, product bugs, or gaps in documentation to the team
- Contribute to and help maintain the Help Site / knowledge base, including writing or
- updating articles, and identifying content that needs a refresh
- Build and maintain working knowledge of new features and product updates as they're released
- Practice troubleshooting in a sandbox/test center environment to stay sharp on product changes
- Meet individual and team performance targets, including response time, resolution time, and customer satisfaction (CSAT)
- Maintain a positive, empathetic, and solutions-oriented tone in every customer interaction
What We're Looking For
- 1+ year of experience in a customer support, help desk, or customer-facing role (SaaS or tech industry experience a plus)
- Strong written and verbal communication skills, able to explain technical concepts in plain language
- Comfortable learning new software quickly and navigating multiple tools at once (Zendesk experience a plus)
- Excellent problem-solving skills and attention to detail
- Ability to stay calm, patient, and empathetic when working with frustrated or non-technical users
- Strong organizational skills and ability to manage a queue of multiple open tickets
- A collaborative mindset where you are comfortable asking questions, shadowing teammates, and escalating when appropriate
- Interest in or experience with the childcare, early education, or family services industry is a plus, but not required
Compensation
- $21.63 Hourly, $45,000 annually
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.