Frontline Support Analyst

About Kami

Kami is not only an award-winning education company based in Auckland, New Zealand, but a thriving organisation filled to the brim with talented, creative, and passionate people! It’s hard not to love what you do when our leading digital classroom platform offers meaningful solutions to over 40 million users worldwide, empowering students and supporting teachers!

You’ll be joining at a pretty magical time. Kami’s user base is growing by the day. With a fast-growing team based across the world, we couldn’t be more proud of the accomplishments and milestones we’ve achieved to date. Now, this is your chance to join our team and become an integral member of Kami’s growth, while shaping your own future, and having fun doing it!

The opportunity

Do you have a technical background with natural talent in relationship building? As a frontline support specialist in Kami’s Customer Success Team, you ensure that Kami users have a happy and successful experience with our product, but you also bridge the customers with the rest of the product and engineering team. You ask the right questions, find problems, and formulate solutions.

We encourage recent graduates of IT/software engineering/computer science to apply as this is a unique opportunity to learn more about building products.

We’re not called Kami-leons for nothing! You’ll be working with a team full of agile, flexible and open-minded people who want to make a difference in the world (and enjoy the process too!).

If you’re looking for a new challenge and the opportunity to have a real impact on the lives of millions, then this is your opportunity. Kami is growing fast and so will you.

What you’ll do

• Provide prompt resolution to any problems our customers face.
• Be the first port of call for technical issues
• Support users via email outreach and video calls, either for product guidance and questions, or troubleshooting issues and concerns.
• Collect and manage user feedback to share with engineering and product teams and participate in product development conversations.
• Monitor customer health through data analysis and relationship strength.
• Strategically address software challenges encountered by parents and schools, and identify prompt resolutions.
• Organise video calls to educate users and provide support on product challenges.

What you’ll bring

• Experience developing strategies to increase the adoption of technology solutions
• Secure communication, presentation, and negotiation skills, with the ability to inspire others
• Analytical and process-oriented mindset
• Self-driven, persistent, and assertive
• Knowledge of Coding (Ruby, Python, Clickhouse, Postgres would be a great benefit)
• Residency/Citizenship for New Zealand

What you get out of it

• Working for a people-first employer that is on an inspiring mission to build the future of education while changing the lives of millions
• Flexible working approach that is truly flexible to your needs
• Learning and development opportunities and the chance to grow and shape your future with Kami
• A diverse and challenging role
• The satisfaction of knowing you’re not only helping modern-day superheroes, aka teachers but also helping them shape the minds of future generations all across the globe

Kami is an equal-opportunity workplace, and we would like to hear from all qualified applicants. If you have a disability or any special needs that we might need to accommodate, please let us know.

If this sounds like your dream role, apply now, and let's chat!