Customer Support Representative Full Time

About Us

Embrace Software is a fast-growing, founder-led company that acquires and grows mission-critical vertical-market software businesses across Industrial, Healthcare, Financial Services, and Education. Backed by $130M+ from tier-1 investors, we own companies serving Fortune 500s, governments, and hospitals across North America. The momentum is real: $130M raised, 0 to 450+ people in five years, an Inc. 5000 fastest-growing US company.​

Job Description

This is a remote position.

Embrace EdTech Group powers some of the most innovative education technology solutions in North America, focused on improving learning outcomes for students and institutions.

XAP is a leading innovator in career and college planning software in the Embrace portfolio of companies, serving state-level sponsors, school districts, and individual schools with robust online solutions. Our platforms empower students and adults to explore careers, plan their education, and apply to colleges effectively.

Position Summary

This role is focused on delivering efficient, high-quality customer support for routine inquires and common product issues. Serves as primary contact for inbound customer support issues, ensures excellent customer service standards, responds efficiently to customer inquiries, and maintains high customer satisfaction. Success in this role requires strong attention to detail, reliability, and the ability to follow defined processes while maintaining a positive and professional customer experience. This position plays a key role in ensuring timely resolution of customer needs while supporting overall team efficiency.

Key Responsibilities

• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
• Demonstrates proficiency in brand voice, product knowledge, and common issues
• Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively
• Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment
• Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
• Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures
• Assist with outbound customer outreach and special projects as needed
• Resolves high-volume requests with speed and accuracy.
• Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

Requirements

• High school diploma or equivalent required, preferably a bachelor’s degree or additional education or training a plus
• At least 1 or more years of customer service experience, preferably supporting software or SaaS solutions
• Knowledge of Freshdesk or similar ticketing systems preferred
• Comfortable using multiple web-based systems simultaneously
• Familiarity with AI-assisted tools for response drafting, ticket tagging, or knowledge retrieval a plus.
• Comfortable Knowledge of customer services ethics, principles, and procedures
• Proficiency in administrative and documentation procedures
• Reliable, with strong time management and accountability

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

Benefits

• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.

Tagged as: customer support