Customer Support Specialist (Seasonal)

About the Role

As a Seasonal Customer Support Specialist at Everway, you will join us during our peak season to serve on the frontlines of customer support. This temporary role focuses primarily on foundational product support and managing initial technical inquiries across multiple communication channels including chat, phone, and email.

Your primary duty is to ensure our customers receive prompt, high-quality assistance for everyday needs. You will specialize in navigating product features, resolving subscription and account management queries, and performing fundamental technical troubleshooting. This role is strictly execution-focused and dedicated to direct queue resolution, allowing you to maximize your impact where our customers need it most.

This seasonal role is expected to run from early July through October 30, 2026. This part-time position will average approximately 25 hours per week, with schedules varying based on business needs.

Main Responsibilities

• Provide responsive, high-quality front-line support to customers across chat, phone, and email queues.
• Respond to general product questions and provide clear, helpful guidance to empower users on how to maximize our applications.
• Assist with core subscription management queries, including account lookups, password resets, updates, and general billing access.
• Troubleshoot foundational technical inquiries (such as clearing browser cache, resolving login loops, or navigating platform access) and accurately escalate complex software or infrastructure issues to upper tier support teams.
• Track, document, and report on support interactions within our ticketing systems, ensuring accurate and complete record-keeping for every case.
• Uphold established standards for response times and quality of service, meeting or exceeding key performance indicators (KPIs) to handle volume efficiently during peak season.

Essential Criteria

• 1+ years of experience in customer support, helpdesk, or a similar customer-facing role, preferably within EdTech or a SaaS environment.
• Excellent verbal and written communication skills, with a patient and empathetic approach to guiding users through basic troubleshooting steps.
• Comfortable learning new cloud-based software platforms quickly and translating that knowledge into customer assistance.
• Familiarity with foundational technology platforms (e.g., operating systems like Windows/macOS, utilizing web browsers, and configuring browser extensions).
• Ability to thrive in a fast-paced environment and handle a steady volume of incoming customer interactions.