About Classcard

Classcard is a SaaS platform that helps academies and educational businesses manage registrations, schedules, payments, attendance, and communication — all in one place. We work with sports academies, tutoring centers, and performing arts schools across multiple countries.

We care deeply about product quality, customer experience, and usability — and support plays a central role in how our customers experience the platform.

What You'll Do

• Be the primary point of contact for customers via email, chat, phone, and WhatsApp Business — actively listening, understanding context, and providing clear, empathetic responses.
• Develop deep product expertise across Classcard's features — scheduling, payments, attendance, account setup, and automations — so you can guide customers confidently and proactively.
• Troubleshoot product issues end to end: reproduce bugs, document steps clearly, and coordinate with engineering when escalation is needed.
• Follow up on every issue until it's fully resolved, ensuring timely responses within defined SLAs.
• Log customer interactions, identify recurring pain points, and share structured feedback with product, engineering, and CS teams.
• Contribute to internal knowledge base: FAQs, help docs, response templates, and troubleshooting guides.
• Stay on top of product changes, new features, and known limitations so you can educate customers and reduce inbound volume over time.
• Help identify opportunities to improve onboarding flows, in-app guidance, and self-serve support.

What We're Looking For

• 0–3 years of experience in customer or product support, preferably in a SaaS or tech environment.
• Strong written and verbal communication skills — you explain things clearly and without jargon.