---
title: 'Kangarootime - Customer Support at 43North'
canonical: 'https://feeny.ai/job/kangarootime-customer-support-43north-buffalo-15emdwwbbhhq'
type: 'job'
last_seen: '2026-09-14'
---

# Kangarootime - Customer Support at 43North

- **Company:** 43North
- **Location:** Buffalo
- **Compensation:** $22/hr
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-14
- **Apply:** https://jobs.gem.com/43north/am9icG9zdDryRZvj_Av2nB-TAmozM7CY

## Job description

Customer Support - Tier 1 Support Specialist

## About Kangarootime

Kangarootime is an all-in-one childcare management platform that helps early childhood education centers streamline billing, enrollment, staff management, parent communication, and daily operations. Our mission is to give childcare providers more time to focus on what matters most: the children in their care by removing administrative friction from their day.

## About the Role

As a Tier 1 Support Specialist, you'll be the first point of contact for Kangarootime customers, childcare center directors, administrators, and staff, who need help using the platform. You'll troubleshoot everyday issues, answer product questions, and guide customers toward fast, confident resolutions. This role is ideal for someone who is patient, detail-oriented, tech- comfortable, and genuinely enjoys helping people solve problems.

You'll work closely with the broader Support and Customer Success team, escalating complex issues to Product when needed, and contributing to the documentation and knowledge base that helps both customers and teammates work more efficiently.

## What You'll Do

- Respond to inbound customer support requests via Zendesk (ticket queues and phone support) in a timely, friendly, and professional manner
- Troubleshoot and resolve first-level issues related to core Kangarootime features
- Use Zendesk macros, documentation, and internal resources to provide accurate, consistent answers
- Identify when an issue needs to be escalated to Product or a specialized team, and hand it off with clear, complete context
- Log tickets thoroughly and accurately, tagging and categorizing issues to support trend reporting
- Flag recurring issues, product bugs, or gaps in documentation to the team
- Contribute to and help maintain the Help Site / knowledge base, including writing or
- updating articles, and identifying content that needs a refresh
- Build and maintain working knowledge of new features and product updates as they're released
- Practice troubleshooting in a sandbox/test center environment to stay sharp on product changes
- Meet individual and team performance targets, including response time, resolution time, and customer satisfaction (CSAT)
- Maintain a positive, empathetic, and solutions-oriented tone in every customer interaction

## What We're Looking For

- 1+ year of experience in a customer support, help desk, or customer-facing role (SaaS or tech industry experience a plus)
- Strong written and verbal communication skills, able to explain technical concepts in plain language
- Comfortable learning new software quickly and navigating multiple tools at once (Zendesk experience a plus)
- Excellent problem-solving skills and attention to detail
- Ability to stay calm, patient, and empathetic when working with frustrated or non-technical users
- Strong organizational skills and ability to manage a queue of multiple open tickets
- A collaborative mindset where you are comfortable asking questions, shadowing teammates, and escalating when appropriate
- Interest in or experience with the childcare, early education, or family services industry is a plus, but not required

## Compensation

- $21.63 Hourly, $45,000 annually

Location

- HQ in Buffalo, NY, this position can be remote or hybrid

## Benefits Package

We offer competitive medical, dental, and vision insurance; employer-paid basic life insurance; company-paid short-term disability (STD) and long-term disability (LTD); Health Savings Accounts (HSA); Flexible Spending Accounts (FSA); New York Paid Family Leave (PFL) and Disability Benefits (DBL); voluntary life, accident, and critical illness insurance; wellness programs; virtual healthcare services; employee assistance resources; a variety of health and wellness discounts; and a $250 annual wellness benefit through our insurance carrier.

## About 43North

## Company Overview
- **One-liner**: 43North is a nonprofit organization that runs an annual startup competition and accelerator in Buffalo, NY, investing $5 million each year in high-growth companies to build the local tech ecosystem.
- **Entity Type**: Private (Nonprofit)
- **Headquarters**: Buffalo, New York, United States
- **Founded**: 2014
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Startup ecosystem development, venture capital / accelerator, talent placement
- **Target customers**: Seed-stage startups (B2B), investors, job seekers looking to work at startups in Buffalo
- **Mission or purpose**: To help founders grow their companies, create jobs, attract capital, and contribute to Buffalo’s growing startup ecosystem

## Products & Services
- **43North Competition**: Annual startup competition awarding $5 million in funding to high-growth companies selected through a rigorous application process. Includes an immersive accelerator program.
- **43North Compass**: A job board and talent network that connects candidates with open roles at 43North portfolio companies and other Buffalo startups. Also allows recruiters to search a database of thousands of pre-vetted startup candidates.
- **Investor Network**: A network connecting portfolio companies with venture capital firms and angel investors, including co-investors like Bessemer, Iconiq Capital, and Rise of the Rest.

## Market Standing
- **Valuation/Market Cap**: Not applicable (nonprofit)
- **Key Metric**: Annual revenue of ~$2.8M (per LinkedIn). Total funding awarded to portfolio companies since 2014: $51.5M. Portfolio companies have raised over $1B in total investment and created 3,000+ jobs globally (over 1,000 in Buffalo). 12 exits (11 acquisitions, 1 IPO). (Source: LinkedIn)
- **Notable Investors/Partners**: Empire State Development (primary funder), Bessemer Venture Partners, Iconiq Capital, Rise of the Rest. Community partners include Larkin Square and various Buffalo-based organizations.
- **Growth Signals**: Despite the accelerator concluding in 2027 (final competition year 2026), the newly formed 43North Foundation plans to invest $100 million over the next 10 years to continue strengthening Buffalo’s startup ecosystem. 60% of portfolio companies maintain a presence in Western New York. (Source: LinkedIn)

## Competitive Advantages
- Unique as a nonprofit that combines a grant/equity competition with an accelerator, talent marketplace, and investor network.
- Deeply rooted in Buffalo, leveraging state funding and community partnerships to create a self-reinforcing ecosystem.
- Proven track record: 79 companies funded, $1B+ raised, 12 exits, and established salary premium (average portfolio company salary ~$90k, $30k above regional average).
- Access to a curated talent pool (4,000+ candidates in Compass network) that understands startup culture.

## Strategic Focus
- 2026 is the final year of the 43North competition. The organization is now transitioning to the 43North Foundation, which will deploy $100M over the next decade to support Buffalo’s startup ecosystem through grants, programming, and ecosystem building.
- Continued emphasis on filling high-impact roles at portfolio companies via Compass and growing the local talent pipeline.

## Why Work Here
- **Mission**: Directly contribute to building a thriving startup hub in Buffalo, with visible community impact.
- **Culture**: Small, passionate team of ~26 employees. Strong sense of purpose and collaboration. Team members include former founders, investors, and ecosystem builders.
- **Work Environment**: Based in downtown Buffalo at 1 W Seneca St. Hybrid/remote policy is not specified, but the team appears to be largely in-office or Buffalo-based. LinkedIn shows 26 employees all in the U.S.
- **Compensation**: Portfolio company roles average ~$90k salary, significantly above the regional average. For the 43North team itself, specific perks are not publicly detailed.
- **Growth**: Opportunity to work across investments, platform, talent, and marketing while directly influencing the success of dozens of startups.
- **Job Seekers**: The Compass job board lists openings at portfolio companies (e.g., Customer Experience Analyst, Director of Data Engineering, Account Manager, Electrical Engineer). These roles give access to high-growth startups with established traction and funding.

## Sources
1. [43north.org](https://43north.org/who-we-are/careers/) – Career page describing 43North Compass and talent network
2. [linkedin.com](https://linkedin.com/company/43north) – Company overview, financials, recent news, impact metrics, and team size
3. [43north.org](https://43north.org/who-we-are/team-and-board/) – Leadership team and roles (Nicole Camarre, Colleen Heidinger, etc.)
4. [jobs.43north.org](https://jobs.43north.org/jobs) – Job board for portfolio companies (featured roles, hiring rounds)

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