Job Description

Who Are You

You are a problem-solver first and a relationship builder second. You thrive in fast-paced environments where technical troubleshooting and customer support are your bread and butter. You have the startup adaptability to work in evolving processes and thecustomerempathy tomaintainstrong relationships without needing extensive strategic planning. You balance efficiency with genuine care andyoureequally comfortable diving into support as you arehelping customers find success using see customers as partners in solving problems not just accounts to tobuild withyour team and grow with the company.

If this describes you Kaleidoscope is thrilledyourehere.

Who Are We

Werere-imagining the role of technology in the scholarship space. Millions of capable students face financial barriers while organizations wanting to help often lack the infrastructure to do it effectively. We provide the tools services and supportorganizationsneed to launch andoperateworld-class scholarship programs. Our customers range from established foundations to corporations building community impact and future workforce to individuals creating their legacy-andwereexpanding into entirely new just building software;weresupporting our partners in creatingopportunity. If you care about impact and want to be part of a team moving the needle on real problems this is the 2025 we were awarded the best scholarship management software and top 50 EdTech software on G2.

Learn moreat .

Position Summary

TheCustomer Success Specialistprovides exceptional support to our self-service customer base ensuring they have the resources andexpertisethey need to succeed independently. This role handles ongoing support and problem resolution for assigned accounts.

What makes this role distinctive is itssupport-first mission. You are the operational backbone ensuring our customers can use Kaleidoscope effectively and resolve issues quickly. While Account Managers focus on relationship health and growth yourexpertiseis in rapid issue resolution self-service enablement and streamlining the customer experience through thoughtful troubleshooting and technology workflows. This distinction matters-it meansyoureable to focus onoperational excellence customer satisfactionand outcomes without balancing competing priorities.

Your primary responsibilities include handling customer requests through email and support tickets providing thoughtful troubleshootingclient journey managementandstrategically escalating to specialized teams (Product Engineering Strategic CSMs) when closely with Account Managers to keep them informed of customer health signals and opportunities but your focus is on making sure customers have what they need to succeed on their own. As we refine how support and customer success work together your role may evolve and your insights aboutwhatsworking what needs adjustment and how we can scaleand serve customerswill inform how is a hybrid role based in our Minneapolis office3 days on-site 2 days remote.

Position Responsibilities

Support & Issue Resolution (Primary Focus)

• Triage and resolve support requests through Intercom with rapid response times and high-quality resolutions
• Handle technical troubleshooting process questions and general platform questions independently
• Maintain detailed ticket documentation to ensure context and continuity
• Escalate appropriately to Product Engineering or other teams when issues fall outside support scope
• Provide proactive empathetic communication about issue status and resolution timelines

Self-Service & Knowledge Base Development

• Contribute to knowledge base byidentifyingcommon questionsand writing help articles
• Build inline product walkthroughs and contextual help to reduce support volume
• Test and improve AI-assisted support responsesidentifyinggaps and opportunities
• Surface product patterns and feature requests to the Product team

Customer Health & Collaboration

• Manage Customer JourneyLifecyclewith leading technology tools
• Monitor customer health through ticket patterns and engagement metrics
• Communicate proactively with Account Managers about account health and escalations
• Collaborate with internal teams on customer issues and product improvements

Team & Company Responsibilities

• Meet performance targets for response time resolution time and customer satisfaction
• Collaborate with teammates to share best practices and process improvements
• Serve as a culture champion of Kaleidoscope workingin accordance withcompany policies and values
• Maintain reliable attendance and perform other duties as assigned
• Hybrid role: 3 days per week in our Minneapolis office2 days remote

Required Qualifications

• Experience with support platforms a plus (Intercom Zendesk or similar ticketing/live chat systems) ordemonstratedability to quickly learn support tools
• Strong technical troubleshooting skills with ability to solve problems independently
• Excellent written and verbal communication skills
• Ability to prioritize effectively when managing multiple support requests
• Ability to work in a fast-paced startup environment with evolving priorities
• Proficiencywith Microsoft Office Suite
• Ability to pass a background check
• Authorized to work in the US for any employer

Preferred Qualifications

• 2 years of customer support or customer success experience in a software or tech environment
• Bachelors degree or higher
• Experience with Salesforce or similar CRM platforms
• Experience with scholarship grant management nonprofit technology or education sector software
• Experience building or contributing to knowledge bases or support documentation
• Startup or scale-up experience in a high-growth environment

What Well Deliver

Tools & Resources

• Support and retentionplatformswith AI capabilities
• Salesforce CRM for customer context
• Clear playbooks and processes forcommon supportscenarios
• Regular training on product features and best practices

Professional Development

• Customer support training and enablement
• Scholarship and grant industry training
• Mentorship from experienced support and customer success team members
• Regular feedback and coaching
• Clear visibility into team metrics and performance

Culture & Benefits

• Fast-paced high-growth mission-driven team
• Competitive pay and benefits package including:
• Medical dental vision coverage
• 401(k) with company match
• Paid parental leave policy
• FlexiblePTO
• And more!

Our Mission

Our mission is toeliminatefinancial barriers to advancement by mobilizing philanthropic dollars to support students in need. Every daywereworking to connect capable students with the funding they need to reach their potential - and helping organizations create meaningful scholarship programs that change lives.

Equal Opportunity Employer

Kaleidoscope is an equal opportunity to building a diverse team because varied perspectives help us better serve our customers partners and scholars from every background. We welcome applicants regardless of race color religion sex sexual orientation gender identity national origin age disability veteran status or any other protected characteristic.

Kaleidoscope is a cloud-based awards management digital platform enabling organizations to fund design administer and host branded scholarship and grant programs. The platform uses leading technologies to deliver an end-to-end solution for sponsors organizations and those they support. Kaleidoscope is building a future where financial aid and funding solutions are smart cost-effective and as unique as the applicants they serve. Learn more at .

Our mission is to eliminate financial barriers to an education by mobilizing private sector wealth and deploying funds to students in need. This mission is central to our work in diversity and inclusion. Diverse and inclusive teams have a positive impact on our products and services and enable us to best serve our diverse customers partners team members and scholars from every background. Varied perspectives help us generate the best ideas to solve the most difficult problems for those we serve. Were proud to be an equal opportunity employer and welcome our employees differences regardless of race color religion sex sexual orientation gender identity national origin age disability Veteran status or any other protected characteristic.

We offer a competitive pay and benefits package including medical dental vision short term disability and basic term life insurance 401(k) with company match paid parental leave policy flexible PTO program and more!

Required Experience:

Junior IC

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