Applications Support Specialist II


At KinderCare Education, we make it our passion to nurture a sense of discovery, joy, and wonder in every child, every day, at every one of our centers. As the nation's leading private provider in accredited early childhood education, we're committed to delivering the highest-quality child care and educational opportunities for families and the dedicated professionals who serve them.

We see the greatness in each child, and we believe teachers can change the world. Every day, our more than 33,000 employees create a world of learning, joy, and adventure for more than 158,000 children. Whether you're in one of our centers or providing support from our headquarters in Portland, Oregon, being a part of the KinderCare family means that you care deeply about positively impacting the lives of children and families through the power of education.

KinderCare Education has three brands to meet the needs of busy families wherever they need us:

  • We're in neighborhoods with our KinderCare Learning Centers that offer early childhood education and care for children 6 weeks to 12 years old
  • We're at offices with KinderCare Education at Work, our suite of family-focused benefits for organizations to offer to their employees, including on-site and near-site early learning centers, Back-up Care for last-minute child care and Care Select
  • And we're at schools with our Champions before and after school programs
KinderCare Education is looking for an empathetic, customer-focused specialist for our growing Application Support organization. In this role, you will be providing support to KinderCare employees for critical business applications, directly impacting the day to day operations of our centers. Along with your peers, you will "know the business better than they do" in terms of how our applications support the business.

As an App Support Specialist, you will provide amazing support via phone calls, chat and email. You are the ideal specialist if you are passionate about customer service, are strong in process and documentation, and have an insatiable hunger to improve the support your team offers.

Job Responsibilities:
  • Provide remarkable customer service and support for KinderCare Field Operations, parents and families via phone support, ticketing system and email
  • Research and collect additional information needed to appropriately facilitate issues to Tier 2 or 3 teams; partner with other teams as needed, offering advice and customer's perspective
  • Act as single point of contact for customers through resolution of their issue
  • Accurately document all calls, emails and chats through ticketing system
  • Advocate for customer's needs through feedback to leadership, improvement opportunities and process enhancement suggestions

Education and Experience:
  • 2-3 years of technical customer service support provided via phone and email
  • High School graduate or equivalent, 2 or 4 year college degree a plus
  • Superb customer service skills and desire to help others
  • Outstanding written and verbal English communication skills via phone, email and chat
  • Excellent organizational and time management skills
  • Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success

Knowledge, Skills and Abilities:
  • Excellent communication skills and telephone manner
  • Ability to work in a fast paced, deadline-oriented environment to meet time constraints
  • Intermediate MS Office skills, ability to work with multiple applications and windows simultaneously on computer
  • Occasional flexibility with schedules, occasional overtime
  • Bilingual: English & Spanish a plus
  • Strong team player
  • Experience working within IT Service Desk tools, such as ServiceNow
KinderCare Education is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

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