User Support Advocate - Tier 2

About Kiddom

Kiddom is a groundbreaking educational platform that promotes student equity and growth by uniting high-quality instructional materials with dynamic digital learning. Through unparalleled curriculum management functionality, Kiddom empowers schools and districts to take ownership of their curriculum – resulting in learning experiences tailored to meet the unique needs and goals of local communities. Kiddom’s high-quality curriculum is layered with robust teacher and leader data insights to drive the continuous improvement of instructional decisions, school/district programming, and professional learning.

You will be the driving force in helping teachers maximize their experience on Kiddom. In this role, you will be providing frontline support to users, including but not limited to: teachers, administrators, and coaches. You will report directly to the Head of Success, Bree Timlin. 

We're looking for someone with a passion for education, the ability to empathize with teachers, strong product acumen, and a commitment to Kiddom’s mission and vision. 

• Provide advanced technical support for escalated issues from Tier 1 support teams.
• Troubleshoot and resolve complex technical problems via email, chat, phone, or remote sessions.
• Work closely with Product, Engineering, and Tier 3 Support teams to resolve critical issues.
• Identify, document, and escalate recurring issues or system bugs to the appropriate teams.
• Maintain detailed case logs and customer interactions in the support system.
• Assist in creating and updating knowledge base articles, FAQs, and technical documentation.
• Conduct root cause analysis and recommend process improvements.
• Train and mentor Tier 1 support representatives as needed.
• Ensure timely follow-up with customers to confirm issue resolution.

• 2+ years of experience in a technical support or help desk role, preferably in a Tier 2 capacity.
• Strong troubleshooting skills with a customer-first mindset.
• Experience with CRM and ticketing systems (e.g., HelpScout, Salesforce, Jira, etc.).
• Experience with auto-rostering (Clever, ClassLink, Google Classroom)
• Excellent written and verbal communication skills.
• Ability to work independently and in a fast-paced team environment.
• Strong analytical and problem-solving abilities.
• Experience working with cross-functional teams to resolve technical issues.

Salary range is dependent on geography, past experience, seniority, and demonstrated role related ability during the interview process.

What we offer

Full time permanent employees are eligible for the following benefits:

-Competitive salary

-Meaningful equity

-Health benefits: medical (various PPO/HMO/HSA plans), dental, vision, disability and life insurance

-10 paid sick days per year

-Unlimited vacation time policy (subject to internal approval). Average use 4 weeks off per year.

-Paid family leave for eligible employees

COVID Vaccination Policy

Kiddom policy requires employees to be vaccinated before they visit an office or attend company events..

We have remote roles but in certain positions where office attendance is deemed to be essential to the role, offers of employment shall be conditional upon proof of vaccination.