COPA Customer Success Specialist

What we do:

KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care. Hundreds of agencies in the publicly funded child care sector use KinderSystems applications via the cloud or mobile devices to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve.

What you’ll do with us:

As a COPA Customer Success Specialist with KinderSystems, you will work in a dual role: half of your time will be spent providing high-quality, first-line customer service and technical support via telephone, Zoom/Teams, email, and chat to our Head Start customers using our COPA software, the other half of your time will be spent providing training to new or existing customers. We are looking for candidates who are enthusiastic about caring for our customers and have the aptitude for troubleshooting technical issues with software. This position requires strong attention to details, patience, and a customer-focused mindset. This is a full-time Monday-Friday role, with a shift that starts between 7am-8am PT.

How we’ll keep you busy:

• Customer Success:
• Answer calls, emails and chats from our existing customers in a fast-paced environment, helping to resolve issues and answer questions.
• Troubleshooting technical issues to determine if there is a system issue, and report issues to our development team
• Accurately document and process customer claims in appropriate systems
• Appropriately escalate customer issues to the CA Customer Success Team Lead
• Ensure first call resolution through problem-solving and effective call handling
• Training
• Facilitate training in-person or through scheduled video calls to new and/or existing customers
• Conduct needs assessment for training, and create training materials and presentations
• Attend meetings and training and review all new training material to stay up to date on changes
  

Who You Are

• Strong interpersonal communication skills. This includes writing, presentation, and verbal communication skills with both internal and external customers. You work well with, and enjoy technology. You are comfortable training customers on software, but also know how to problem solve and de-escalate a call when a customer is having technical issues.
• Familiarity with Head Start, and preferably, software systems used to administer Head Start.
• Highly motivated, independent, and self-driven. You have an eye for details and are incredibly organized and able to transition between responsibilities quickly.
• Ability to use documentation tools, training tools, and design tools is essential.
• Prior experience creating training materials, and/or facilitating training is a plus.
• Experience in the use of standard Microsoft operating systems (including Outlook, Excel and PowerPoint). Database systems, and applications programs helpful.
• Ability to travel throughout the state for customer engagements and conferences.
  
  

What We Offer

• The ability to work from anywhere in the US, with travel required as needed based on customer requests (approximately 5-6 times per year)
• Compensation for this role is $23-$24/hour
• Comprehensive benefits package including health, vision, and dental insurance, starting the first of the month after start date
• 401(k) retirement plan, with company match
• Paid company holidays and generous PTO
• Friendly, supportive, and adventurous environment with a team of engaged colleagues who are all focused on enabling and improving the child care industry for all families
  
  

KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.