[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. KEV Group is a company that helps school districts manage their finances through a platform that provides visibility and traceability of funds. They are seeking a Customer Support Specialist to drive customer trust and retention by addressing inquiries related to payment processing, reporting, and configuration, ensuring users receive accurate and empathetic support.

Responsibilities

• Own the customer's problem end-to-end — driving customer confidence and resolution quality, not just ticket closure
• Diagnose with rigor across phone, email, and chat — separating user error from configuration from product defect, and escalating cleanly when needed
• Translate accounting into plain language — explaining reconciliations, deposits, journal entries, and reporting impacts to users at every level of finance fluency
• Document so the next person doesn't start from zero — capturing findings, fixes, and root causes in tickets and KB articles, and flagging recurring patterns to leadership and Product
• Coach customers toward better usage — guiding users to features and workflows that reduce future tickets and improve their day-to-day
• Partner across the company — working with Support peers, Product, Payments, and Implementation to close the loop on complex cases so handoffs feel like one team to the customer

Skills

• 2–4 years of experience in customer support, school business operations, or accounting-related roles
• Working knowledge of accounting processes — reconciliations, deposits, journal entries, and financial reporting — with the ability to investigate discrepancies and explain impacts clearly to customers
• Bachelor's degree or diploma in accounting, business administration, or related field, or equivalent work experience
• Familiarity with SaaS applications, financial software, or payment platforms
• Diagnostic problem solving — proven ability to think analytically, isolate variables, and apply logical troubleshooting to resolve functional and technical issues
• Customer communication across channels — strong verbal and written skills across phone, email, and chat; able to explain accounting and system concepts to users at all levels
• Case ownership and throughput — ability to manage multiple cases concurrently with attention to detail, proactive follow-up, and empathy under time-sensitive conditions
• Experience working in or supporting K-12 school or district environments is strongly preferred
• Conversational level Spanish (verbal and written) is a nice to have

Benefits

• Total compensation may also include bonus and benefits
• Make a real difference every day – At KEV, your work supports children, parents, and schools across North America.
• The KEV Way – At KEV, you’ll never feel stuck in the status quo.
• Grow with us – We’re scaling fast, and so are our people. At KEV, you’ll have real opportunities to learn, develop, and shape your career.
• Work alongside excellence – You’ll be part of a team with integrity who treat their colleagues with respect.
• Celebrate Community and Culture – At KEV, we connect, recognize, and celebrate our people. Join Club KEV for team-building fun, hear directly from customers in our Voice of Customer Series, stay aligned with Monthly Townhalls, and be inspired by the KEVite Awards, where top contributors are recognized by their peers.
• KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with your recruiter.
• KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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