Customer Support Specialist

Who We Are 

At KEV, we help school districts eliminate the school finance blind spot. Our platform gives district finance teams real-time visibility and traceability into every dollar collected at the school level — whether it's cash, check, or digital. From field trips to fundraisers, we help them manage every dollar with confidence. More than 27,000 schools across North America trust KEV to manage over $8 billion annually. By unifying payments, accounting, and reporting, KEV simplifies life for bookkeepers, builds trust with parents, and gives finance leaders the oversight their current systems cannot. It's how we help schools stay compliant, reduce risk, and focus on what matters most: student success. 

Backed by Five Arrows, the PE arm of Rothschild & Co., KEV is investing more than ever to support K–12 in a world of tighter budgets, rising scrutiny, and fast-changing tech. We're headquartered in Toronto, with offices across North America. 

If you're excited by the idea of building tech that protects schools, empowers finance teams, and improves education through better systems, KEV is the place for you. 

About the Role 

The ASB Support team is integral to KEV's success, driving customer trust and retention by making sure every district, school, and ASB bookkeeper gets the answer they need — accurately, quickly, and in plain language. We partner across Product, Payments, and Implementation to keep ASBWorks running smoothly for the people who rely on it most. 

We are looking for a Customer Support Specialist to join our growing team. ASBWorks lives at the heart of student activity finance — the clubs, athletics, yearbooks, dances, and fundraisers that schools run on top of their general fund. The bookkeepers and advisors using ASBWorks deal with strict ASB compliance rules, multiple club ledgers, and end-of-period close cycles that can't slip. When something doesn't reconcile, they call you. 

You'll work the queue across phone, email, and chat — diagnosing issues that cross payment processing, reporting, configuration, and ASB-style fund accounting workflows. The hard part isn't the ticket volume. It's holding the technical thread and the human one at the same time: a school bookkeeper closing the month on a dozen club accounts needs the answer, and they need to feel like someone has their back. The ideal candidate is analytical, patient, and genuinely empathetic, with a working knowledge of accounting and a strong instinct for ownership.

The base salary range for this role is USD $55,000- $60,000. This range reflects expected compensation at the time of posting. Final offers may vary based on skills, experience, location, and internal equity. Total compensation may also include bonus and benefits

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How You'll Contribute 

• Own the customer's problem end-to-end — driving customer confidence and resolution quality, not just ticket closure. 
• Diagnose with rigor across phone, email, and chat — separating user error from configuration from product defect, and escalating cleanly when needed. 
• Translate ASB and fund accounting into plain language — explaining reconciliations, deposits, journal entries, club-level ledgers, and reporting impacts to users at every level of finance fluency. 
• Document so the next person doesn't start from zero — capturing findings, fixes, and root causes in tickets and KB articles, and flagging recurring patterns to leadership and Product. 
• Coach customers toward better usage — guiding users to ASBWorks features and workflows that reduce future tickets and improve their day-to-day. 
• Partner across the company — working with Support peers, Product, Payments, and Implementation to close the loop on complex cases so handoffs feel like one team to the customer. 

Who You Are 

• 2–4 years of experience in customer support, school business operations, or accounting-related roles. 
• Working knowledge of accounting processes — reconciliations, deposits, journal entries, and financial reporting — with the ability to investigate discrepancies and explain impacts clearly to customers. 
• Bachelor's degree or diploma in accounting, business administration, or related field, or equivalent work experience. 
• Familiarity with SaaS applications, financial software, or payment platforms. 
• Diagnostic problem solving — proven ability to think analytically, isolate variables, and apply logical troubleshooting to resolve functional and technical issues. 
• Customer communication across channels — strong verbal and written skills across phone, email, and chat; able to explain accounting and system concepts to users at all levels. 
• Case ownership and throughput — ability to manage multiple cases concurrently with attention to detail, proactive follow-up, and empathy under time-sensitive conditions. 

Experience working in or supporting K-12 school or district environments is strongly preferred — direct ASB / student activity fund experience is a plus. Conversational level Spanish (verbal and written) is a nice to have. 

What We Offer 

• Competitive compensation — We believe in rewarding great work with fair, competitive pay. 
• Meaningful benefits — Because your well-being matters, both at work and at home. 
• Retirement savings support — We help you plan for your future with company-matched programs, including RRSP matching in Canada and 401(k) contributions in the U.S. 
• Professional development — We invest in your growth with ongoing learning, stretch opportunities, and continuing education, including KEV Academy for onboarding and skill-building, plus KEV University, our online platform offering a wide range of courses. 
• Hybrid model — 3 days in the office to collaborate and connect, with flexibility the rest of the week. 
• Flexible PTO — Take the time you need to recharge with close to 4 weeks of vacation and a company-wide holiday closure. 
• Office perks — Enjoy a fully stocked snack bar and occasional catered lunches — because we know that great conversations (and ideas) often start around good food. 

Visit our website for more information and details about working at KEV. 

Equal Opportunity & Accommodation 

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by an individual joining the KEV team in this or any other capacity. 

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with your recruiter or the hiring manager. 

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age. 

KEV may use AI-enabled tools to support components of our recruitment process. These tools are used to support human decision making. All hiring decisions are made by our People & Culture team in partnership with Hiring Managers.