Back to jobs
New

Customer Support Specialist

Remote, USA

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood. 

We’re a global community of over 550 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

As a Customer Support Specialist at Everway, you will be on the front lines of customer support, assisting clients across multiple channels, including chat, phone, and email. You’ll handle technical troubleshooting, subscription management queries, and product-related questions, helping customers get the most out of Everway solutions. You’ll also manage and update our knowledge base to ensure customers have access to helpful self-service resources. This role is ideal for someone who enjoys problem-solving, has strong communication skills, and is passionate about delivering exceptional customer experiences.

Preferred Location: Candidates based near our offices in Huron, OH, or Boston, MA, are strongly preferred.

Main Responsibilities 

  • Provide high-quality support to customers across various channels, including chat, phone, and email, ensuring timely and effective resolution of issues.
  • Troubleshoot and resolve technical issues, guiding customers through step-by-step solutions and escalating complex cases to the appropriate internal QA and development teams as needed.
  • Assist with subscription management queries, including account updates and any subscription-related troubleshooting.
  • Respond to general product questions and provide helpful guidance, empowering customers to maximize the value of our products.
  • Maintain and update the customer knowledge base, creating and refining articles and FAQs to improve customer self-service options.
  • Collaborate closely with other teams, including Customer Success and Product, to relay customer feedback, address concerns, and share insights for product improvements.
  • Track, document, and report on support issues and customer interactions, ensuring accuracy and completeness in records.
  • Proactively identify common issues and trends, recommending process or knowledge base improvements to enhance the customer experience.
  • Uphold high standards for response times and quality of service, meeting or exceeding established KPIs for customer support.

 

Essential Criteria 

  • 2+ years of experience in customer support or a similar role, preferably within EdTech or a SaaS environment.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and effectively.
  • Experience supporting customers through an omni-channel approach, including chat, phone, and email.
  • Strong troubleshooting and problem-solving skills, with experience resolving both technical issues and general customer inquiries.
  • Familiarity with CRM and support tools (e.g., Zendesk, Salesforce) and comfort using them to track, manage, and resolve customer queries.

 

Desirable Criteria

  • Knowledge of the education sector, particularly K-12 or higher education, with an understanding of common technical needs in educational settings.
  • Experience managing and updating a knowledge base, with a focus on creating helpful, user-friendly resources for self-service.
  • Proficiency with basic troubleshooting for common technical issues, particularly within cloud-based software or EdTech platforms.
  • Ability to identify patterns in customer queries and contribute to proactive solutions or improvements to support processes.
  • Bachelor’s degree or equivalent experience in education, business, or a related field.



Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.  Ready to make an impact? Apply today and be part of a company that invests in your success!

We are committed to providing a Drug-Free Workplace for all employees.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Everway’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.