Support Consultant/Specialist

TimeEdit was born in Sweden in the mid-90s when an astrophysicist decided to turn a chaotic Excel sheet into a smarter way of scheduling. Fast forward to today, and we've grown into one of Europe's leading EdTech scale-ups - just recently we celebrated 200 customers and 2.5 million users worldwide.Our Academic Operations Platform helps universities become more student-centric, improve retention, and boost operational efficiency. From curriculum management and scheduling to resource planning and registration, we provide modern tools that make academic life easier for students, faculty, and administrators alike.We're expanding fast across Europe, Australia, and beyond – and we're just getting started. If you are a person with high ethos, thrive under ownership, and slightly more ambitious than those around you - join us in our important and fun mission.Our MissionAt TimeEdit, we help universities and colleges run smarter. Our Academic Operations Platform powers 200+ institutions worldwide, redefining how higher education manages its most critical operations - making them more efficient, data-driven, and student-centric.Why You Should JoinWe are scaling fast - growing from 30 to 100 people in just three years, serving customers from Svalbard to Christchurch, New Zealand. Backed by Monterro, one of Europe's leading B2B SaaS investors, we're building the world's leading Academic Operations Platform, continuing our international journey.This Role Is For You IfYou want to shape how a globally scaling SaaS company delivers world-class customer supportYou're energised by a culture where everyone obsesses over driving customer value and improving the productYou love solving complex challenges and turning customer insights into product and process improvementsYou embrace change, thriving in an environment where the product constantly evolves, and new features keep you on your toesYou thrive in a context > control culture (see our culture manifest, here)The RoleAs aSupport Consultant at TimeEdit, you'll play a pivotal role in helping our customers' system administrators make the most of our powerful, highly configurable scheduling platform. Since our customers handle 1st line support themselves, your work will focus on 2nd and 3rd line cases, complex, nuanced issues that demand deep understanding of our products and how they fit into each customer's unique setup.You'll collaborate closely with product and engineering teams, acting as the bridge between customer operations and internal development. Success in this role means more than just solving tickets, it's aboutseeing patterns, spotting opportunities for improvement, and helping shape how TimeEdit proactively supports its 200+ enterprise customers. You'll also be part of ongoing efforts to improve our support processes, ensuring we can serve customers more efficiently and intelligently over time.When you're successful, our customers will feel confident and empowered in how they use TimeEdit, our teams will feel supported and informed, and our platform will evolve in ways that make everyone's life easier.At TimeEdit, we take customer satisfaction seriously, and it shows. With aSupport CSAT of 98.8%and acustomer NPS of 50, our customers already love what we do. Join us and help make their experience even better.What You'll BringYou're a curious problem-solver who thrives on complexity and collaboration. You love piecing together the puzzle: understanding not just what's broken, but why, and how it connects to the broader picture. You can navigate a web of products, teams, and processes to find the right answers and make things happen.You're either a Zendesk whizz (or well on your way to becoming one) and you've got an eye for how AI can enhance support, from smarter ticket routing to faster insights. Communication is your superpower: you can explain intricate systems in plain language and make customers feel heard and understood.Ideally, you've worked in enterprise or SaaS environments before, where "complex" is just another word for "interesting." Above all, you bring a mindset of continuous improvement, not just for yourself, but for the entire support experience at TimeEdit.