Kangarootime - Customer Experience Specialist

43North

Buffalo, New York

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JOB DETAILS

SKILLS

Billing, Business Operations, Childcare, Communication Skills, Customer Acquisition, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Documentation, Healthcare, Help Desk, Identify Issues, Interpersonal Skills, Knowledge Base, Post-Sales, Presentation/Verbal Skills, Problem Solving Skills, Product Documentation, Product Support, Risk, Sales Management, Small Business, Software as a Service (SaaS), Time Management, Writing Skills, ZenDesk

LOCATION

Buffalo, New York

POSTED

12 days ago

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.

Kangarootime - Customer Experience Specialist

43North

Buffalo, New York

About the Company

43North

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