Ubiq
Customer Support Specialist
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About the Role
This role is a fully remote role that supports both the UK, US and other countries, ideally looking for someone to work from 10am -6.30pm
Salary
£30,000-£40,000pa dependent on experience
About Ubiq Education
Ubiq Education builds tailor-made, data-driven websites and a modular software platform for forward-thinking independent, private, and international K–12 schools around the world. Independent schools are the fastest-growing K–12 segment in the U.S., and we're growing right alongside them — moving out of startup mode into a rapid growth phase where polish, reliability, and thoughtful user experience matter as much as speed. Our platform spans content management (CMS), digital asset management (DAM), contacts and integrations (CDP), online payments (PAY), a marketing and communications platform covering bulk email, SMS, automated workflows, and chatbot (MCP), persona-based website analytics (DXP), Student Information System integrations, online forms, and an emerging AI assistant built into the CMS.
What You'll Do
- Serve as the primary point of contact for school admin support requests, responding promptly and professionally across email, chat, and our ticketing system.
- Troubleshoot reported issues to determine root cause — distinguishing a genuine software or build defect from a training gap, configuration issue, or user error.
- Clearly and patiently explain how to use platform features, tailoring your explanation to a non-technical school admin audience.
- Recommend practical solutions to common client questions, drawing on platform knowledge and an understanding of how schools actually use the product.
- Document confirmed defects with clear reproduction steps and escalate them to Product and Engineering.
- Own tickets through to resolution, managing multiple open cases at once and meeting response and resolution SLAs.
- Contribute to and help maintain our help center and internal knowledge base.
- Spot patterns in recurring questions or issues and flag them to Product and Customer Success as opportunities to improve the product or documentation.
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What You Bring
- Excellent written and verbal communication skills — you can explain a technical concept clearly to someone who isn't technical, without being condescending.
- Strong troubleshooting instincts, with the ability to diagnose whether an issue is a software defect or a training/usage issue before escalating.
- Experience in a client- or customer-support role at a software company.
- A calm, organized approach to managing multiple tickets and priorities in a fast-moving environment.
- A genuine customer-first mindset — you're motivated by helping people succeed, not just closing tickets.
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Nice to Have
- Experience in edtech and/or working directly with independent K–12 schools.
- Familiarity with CMS platforms, email/SMS marketing tools, and/or SIS tools and integrations.
- Experience with helpdesk or ticketing software (e.g., Zendesk, Intercom, Freshdesk).
- Familiarity with HTML/CSS/JS and how they are used by the web.
- Experience with troubleshooting and diagnosing problems in the browser through DevTools.
At UBIQ we are an equal opportunities employer, we value diversity and inclusion in our workforce, and encourage all qualified individuals to apply regardless of their background.
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