Customer Support /Success for an Edtech

Location: Remote (Work from home), Weekends OFF!  

Applicants from LATAM and the Philippines are welcome to apply.  

Only resumes in English will be accepted.

About Us:

Learning Genie Inc., a dynamic education technology startup based in Carlsbad, California, is making waves in the industry. As featured on ABC 10 News and San Diego Business Journal, we're a team of innovators responding rapidly to customer needs, poised to lead significant changes in the 21st century

Learning Genie just snagged the Tech & Learning Best of Show Award! Our agentic AI-driven platform is changing the game—helping PreK–12 educators and students team up to build inclusive, standards-aligned, and future-ready curriculum like never before.

Position Overview:

As a Customer Support /Success at Learning Genie Inc, you'll be crucial in providing high-level technical assistance on our SaaS software. Your responsibilities will extend beyond conventional support, involving collaboration with our customers to enhance their experience and address complex challenges. This position is designed for individuals with a proven track record, aiming for career progression into supervisory roles and contributing to solving intricate problems.

Roles & Responsibilities:

- Master our product to deliver comprehensive onboarding/training.

- Manage inbound and outbound calls with a focus on maintaining a customer satisfaction rating of 9.0 or higher.

- Identify and escalate priority issues according to customer specifications.

- Provide client support via email and phone, offering troubleshooting and solutions.

- Guide users with simple, step-by-step instructions.

- Document technical issues and solutions to provide valuable feedback to developers for product enhancement.

- Collaborate across departments for effective travel coordination and scheduling.

Who You Are:

- Previous Customer Support/Technical Support/Customer Success Experience (2+ years required).

- SaaS product support experience is a PLUS.

- Excellent oral and written communication skills in English.

- Strong analytical and problem-solving abilities.

- Adaptable to change and receptive to feedback.

- Prior experience in a Software Service Company is a plus.

- Previous training experience is a PLUS.

- Manager position experience is desired.

• AI SaaS Navigation & User Guidance: Ability to fearlessly learn, explain, and troubleshoot agentic AI-driven software features, making complex AI tools accessible and intuitive for PreK–12 educators.
• AI Tool Proficiency: Hands-on experience leveraging AI assistants (e.g., ChatGPT, Claude, internal AI copilots) to rapidly research complex technical issues, synthesize solutions, and draft clear customer communications.
• Critical Verification: Strong critical-thinking ability to evaluate AI outputs for accuracy, tone, and edge cases before sharing solutions with clients or technical teams.
• Structured Feedback & Edge-Case Identification: Skill in identifying unexpected AI behaviors, prompt errors, or software glitches and translating them into clear, structured bug reports for developers.
• Workflow Automation Mindset: Passion for finding repetitive support processes and using modern AI/tech tools to streamline workflows and boost team productivity.

Career Path:

This role is a stepping stone to an Customer Success/Account Manager position within 6-8 months for individuals who consistently demonstrate excellent results.

What do we offer

• Weekends off.
• 40-hour working week (US time zone: 8 am - 4:40 Pacific time; with 30-minute lunch)
• Hourly rate: US$9.00 during training/probation.
• Quick path to Account managers/Customer success trainers (6-12 months)

Reasons you might NOT be a good fit:

• If you just desire a daily routine in your job and are not comfortable with a fast-paced and continuous learning environment
• If you get easily discouraged when things don't work out as planned
• If you don't enjoy interacting with people
• If you are not excited about taking up challenges to excel
• If you are not passionate about social impact