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Customer Support Specialist

1 month ago

Toronto, Canada KEV Group Full time

Join to apply for the Customer Support Specialist role at KEV Group. Who We Are At KEV, we help school districts eliminate the school finance blind spot. Our platform gives district finance teams real‑time visibility and traceability into every dollar collected at the school level—whether it’s cash, check, or digital. From field trips to fundraisers, we help them manage every dollar with confidence. More than 26,000 schools across North America trust KEV to manage over $4 billion annually. By unifying payments, accounting, and reporting, KEV simplifies life for bookkeepers, builds trust with parents, and gives finance leaders the oversight their current systems cannot. We help schools stay compliant, reduce risk, and focus on what matters most: student success. About the Role The Customer Support team is integral to KEV’s success, driving customer satisfaction through collaboration and expertise. We partner across the organization to deliver exceptional service and foster a culture of accountability and creativity. We are looking for a Customer Support Specialist to join our growing team. In this role, you will be the primary point of contact for customers needing help with SchoolCash solutions, working closely with Support, Product, Payments, and Implementation teams to resolve issues quickly and effectively. The ideal candidate is detail‑oriented and has experience in customer support, school business operations, or accounting‑related roles. This role is offered as a 12‑month contract position, with the possibility of extension based on business needs and performance. How You’ll Contribute Serve as the primary point of contact for customers needing help with SchoolCash solutions — ensuring customer satisfaction and efficient issue resolution. Investigate, troubleshoot, and resolve customer issues related to payment processing, reporting, accounting workflows, and configuration — driving operational efficiency. Guide customers through a series of actions, via phone, email, or chat, to identify root causes and deliver solutions — enhancing the customer experience. Diagnose and resolve both functional and technical issues, escalating complex cases as needed — ensuring timely resolution. Document findings and solutions clearly in tickets, knowledge‑base articles, or internal notes — contributing to knowledge sharing and process improvement. Collaborate with internal teams (Support, Product, Payments, Implementation) to ensure quick and effective resolution of customer issues — fostering cross‑functional alignment. Guide customers in the correct use of SchoolCash features to improve efficiency and accuracy in their daily work — enhancing user adoption and satisfaction. Participate in process and knowledge improvements by suggesting updates based on recurring customer feedback — driving continuous improvement. Maintain ownership of issues until resolution, ensuring follow‑up and customer satisfaction — building strong customer relationships. Who You Are 2–4 years of experience in customer support, school business operations, or accounting‑related roles. Understanding of accounting principles such as reconciliation, deposits, journal entries, and reporting. Experience working in or supporting K‑12 school or district environments is strongly preferred. Proven ability to diagnose issues, think analytically, and apply logical problem‑solving. Strong communication skills; able to explain accounting and system concepts clearly to users at all levels. Empathy and patience when assisting customers under time‑sensitive conditions. Ability to prioritize and manage multiple cases at once while maintaining attention to detail. Familiarity with SaaS applications, financial software, or payment platforms is an asset. Bachelor’s degree or diploma in accounting, business administration, or related field, or equivalent work experience. Conversational level Spanish (verbal and written) is nice to have. Why You’ll Love Working at KEV Make a real difference every day – supporting children, parents, and schools across North America. Continuous learning and growth opportunities, with a culture that questions, improves, and innovates. Advance your career within a fast‑scaling organization that values your contributions. Work in a collaborative, respectful environment where excellence is celebrated. Enjoy community events, recognition programs, and team‑building activities that foster a strong culture. What We Offer Competitive compensation and equitable pay. Meaningful benefits that support your well‑being at work and home. Professional development through ongoing learning, stretch opportunities, and access to KEV Academy and KEV University. Hybrid model – 3 days in the office with flexible remote work the rest of the week. Flexible PTO with close to 4 weeks of vacation and company‑wide holiday closures. Office perks such as a fully stocked snack bar and occasional catered lunches. Seniority Level Entry level Employment Type Contract Job Function Other Industries: Software Development Visit our website for more information and details about working at KEV. #J-18808-Ljbffr