Role Description

As a Customer Success Support Specialist, you serve as the first line of defense for Kahuna’s customers, ensuring every interaction drives value and confidence in our platform. You’ll take obsessive ownership of each support case from intake through resolution - communicating clearly, responding promptly, and providing accurate, high-quality solutions every time.

You’ll manage and prioritize cases across Kahuna’s customer tiers, ensuring Tier 1 and Tier 2 customers receive SLA-based responsiveness and Tier 3 and Tier 4 customers experience consistent, thorough, and professional support.

Beyond support activities, you’ll play a key role in customer enablement - building and maintaining knowledge content, supporting post-go-live hypercare, and helping facilitate Customer Admin office hours that accelerate adoption and confidence in Kahuna.

Your collaboration with Customer Success, Product, and Engineering teams will directly influence how we evolve our support model and deliver exceptional customer experiences at scale.

1. Ticket Ownership & SLA Execution

• Own every assigned ticket end-to-end, from intake to closure, ensuring accountability and follow-through
• Ensure all responses meet SLA expectations for Tier 1 & Tier 2 customers while maintaining thorough, high-quality resolutions for Tier 3 & Tier 4 customers.
• Escalate complex or high-impact issues promptly with detailed documentation, replication steps, and contextual notes.
• Communicate clearly and empathetically with customers at every stage to ensure confidence and transparency.
  

2. Resolution Quality & Enablement

• Deliver consistent, high-quality resolutions that meet or exceed internal QA standards for completeness, accuracy, and professionalism.
• Support customers during hypercare and post-go-live by guiding them through Kahuna workflows and best practices.
• Identify opportunities to improve the customer experience through documentation, process improvements, or platform insights.
  

3. Content, Training & Knowledge Contribution

• Create and maintain knowledge base articles, FAQs, how-to guides, and video tutorials to enable customer self-service.
• Support recurring Customer Admin office hours, providing live guidance and sharing best practices to drive adoption.
• Collaborate with the Team Lead to ensure content remains accurate, searchable, and aligned to customer needs.
  

4. Customer Advocacy, Data & Insights

• Document recurring customer requirements, feedback, and enhancement requests surfaced during support and hypercare.
• Analyze customer use cases and support trends to uncover opportunities for value realization and product improvement.
• Partner with the Team Lead and Director to refine team KPIs and operational metrics that track responsiveness, resolution quality, and adoption impact.

Must-Have Qualifications

• 1–3+ years of experience in SaaS customer support, help desk, or technical support roles.
• Experience managing tickets in structured platforms (e.g., Zendesk or equivalent).
• Strong written and verbal communication skills with an emphasis on clarity and empathy.
• Demonstrated skill in troubleshooting, documenting, and escalating issues effectively.
• Experience creating customer-facing documentation, FAQs, or training materials.
• Basic data analysis skills and ability to interpret and communicate insights.

Core Competencies

Obsessive Ownership

Takes complete responsibility for every ticket and customer interaction — ensuring resolution, documentation, and communication are all closed with excellence.

Customer Focus

Delivers responsive, high-quality service across all customer tiers. Balances SLA speed for Tier 1 & Tier 2 customers with thoroughness and consistency for Tier 3 & Tier 4 customers.

Curiosity & Problem-Solving

Digs deep into customer issues to uncover true root causes, thinking critically and creatively to deliver durable solutions.

Collaboration & Partnership

Works seamlessly with peers, Customer Success Managers, Product, and Engineering teams to accelerate resolution and enhance the overall customer experience.

Growth Mindset

Actively seeks feedback, coaching, and learning opportunities. Demonstrates adaptability as processes, products, and customer needs evolve.

Empathy & Communication

Engages with customers and teammates with patience, professionalism, and genuine care — ensuring every interaction strengthens trust and confidence.

Why You’ll Love Working Here

At Kahuna, you’ll be part of a mission-driven team helping organizations around the world build safer, more capable, and more confident workforces. Every day, you’ll make a measurable impact by supporting customers who rely on Kahuna to ensure their people have the right skills at the right time.

You’ll join a collaborative, fast-moving culture where ideas are valued, initiative is celebrated, and professional growth is encouraged. As Kahuna continues to expand across industries and geographies, you’ll have opportunities to stretch your skills, take on new challenges, and help shape the future of workforce capability management.

What You Can Expect

• A people-first culture grounded in teamwork, trust, and transparency
• Flexible hybrid environment (in-person Wednesdays in Houston preferred; remote U.S. considered)
• Meaningful work with leading Energy, Manufacturing, and Healthcare organizations
• Opportunities for advancement as Kahuna grows