Customer Support Specialist-repost Full-time Job

About EddiGrant and government-funded organizations are in crisis. They face a fiscal cliff and are struggling to drive student outcomes. At Eddi, we ensure organizations are capturing every dollar available to them by streamlining grant discovery, applications, management, budgeting, and reporting to optimize and increase funds for government-funded organizations.

We enable data and financially-informed decisions more regularly to drive impact.We’re building a groundbreaking platform where artificial intelligence reduces the manual labor associated with administering an organization, so that humans can innovate and focus on providing high quality services for citizens. If you’re excited about pioneering this new paradigm, if you’re driven to shape the future of AI technology, and if you want to be part of the team that builds a tool poised to drive massive societal impact, then we want you!What you'll doBe the first point of contact for customer inquiries through chat, email, and in-platform support.Troubleshoot product and data issues, often involving spreadsheets, formulas, or CSV imports/exports.Investigate and escalate technical issues, coordinating with engineering and product teams.Use AI tools (OpenAI Chat, or similar) to draft responses, summarize user issues, and improve support workflows.Maintain and update the internal knowledge base, FAQs, and help center articles.Assist in onboarding and training new users, focusing on core features like data management, AI assistance, and reporting.Track and report on common user issues, feedback, and trends to improve the product.What we're looking for2+ years of experience in SaaS customer support, success, or operations.Excellent written and verbal English communication skills.Advanced proficiency in Microsoft Excel or Google Sheets (pivot tables, formulas, data cleaning, etc.).Experience using or supporting AI-driven tools (ChatGPT, Copilot, Notion AI, etc.) or comfort learning them quickly.High attention to detail, structured thinking, and clear documentation habits.Ability to manage multiple tickets and priorities in a fast-paced environment.Bonus: Experience in financial management, education technology, or public sector software.What we're looking forJoin a mission-driven team helping government-funded organizations make every dollar count.Work on a cutting-edge AI platform transforming how public funds are managed.Fully remote and flexible working hours.Competitive compensation and growth opportunities for high performersAs this is a global role, compensation is based on market and experience.