Serve as the primary owner of all inbound customer support through Intercom across all account tiers
Respond to product questions, troubleshoot issues, and direct users to relevant help articles and resources
Manage and continuously improve our Intercom Fin AI agent — maintaining help content, refining conversation flows, and identifying gaps in self-service coverage
Analyze support ticket trends and surface patterns to the broader CS team to inform proactive improvements
Maintain an accurate, high-quality customer knowledge base and Help Center in partnership with the Training & Enablement Specialist
Own adoption-phase engagement for a cohort of Lite Touch district accounts from day one
Share data screencasts, usage reports, and scaled communications to drive early product adoption
Execute mass outreach campaigns (email, Intercom) to keep Lite Touch districts informed and engaged throughout the year
Grow into facilitating Partnership Reviews and supporting renewal conversations for your Lite Touch accounts over time
Collaborate with Client Success Managers, the Data & Configuration Manager, and the Training & Enablement Specialist to deliver a seamless customer experience
Escalate complex issues appropriately and close the loop with customers on resolution
Engage with Product and Engineering teams to share feedback surfaced through support volume and trends

Bring 1–3 years of experience in customer support, customer success, or a related client-facing role
Are a strong written communicator — attentive to tone, clarity, and brevity, especially in async and high-volume environments
Have experience with Intercom or similar support platforms; familiarity with AI-assisted support tools (like Fin) is a strong plus
Are AI-curious and excited about using AI tools to improve support quality and efficiency — experience prompting, configuring, or working alongside AI agents is a significant advantage
Spot patterns — you naturally notice when the same question comes up three times and ask why, rather than just answering it a third time
Are organized and can manage multiple open threads, accounts, and priorities without losing track
Are motivated by customer satisfaction and take pride in leaving every interaction better than you found it
Are comfortable with ambiguity and can make judgment calls in a fast-paced environment
Share KickUp’s values: mission-driven, customer-obsessed, and always focused on improving outcomes for educators
Have a passion for education or experience in an education-adjacent setting — a plus, not a requirement

Stock options in our growing company
401(K) plan with employer matching
Universal paid parental leave
A variety of medical, dental, and vision insurance options
An annual stipend for professional learning
Flexible PTO policy, extended holiday break, summer Fridays, and “Focus Fridays” – a day with limited Slack and meetings throughout the year

Client Success Specialist

Key skills