Customer Support Representative

Location: In-Person, Palo Alto CA

Employment Type: Full-time

KID Co. is building the future of children's creativity. Our AI-powered device empowers kids ages 4–14 to create stories, music, art, and AI companions through simple voice prompts—all in a completely safe, privacy-first environment. We're a mission-driven team passionate about sparking imagination while giving parents peace of mind.

We're looking for a Customer Support Representative to be the friendly, knowledgeable voice our customers hear when they need help. You'll guide parents and families through setup, troubleshooting, and getting the most out of KID. This role is equal parts people person and problem solver—you genuinely enjoy helping others and can stay calm, warm, and clear even when things get tricky.

• Answer customer calls, emails, and chat inquiries with warmth and professionalism
• Walk customers through device setup, feature questions, and troubleshooting steps
• Diagnose and resolve technical issues, escalating to engineering when needed
• Document common issues and contribute to our knowledge base and FAQs
• Gather customer feedback and share insights with the product team
• Help shape our support processes as we grow

• A natural communicator. You're comfortable talking to strangers and can make anyone feel heard and helped. You explain things clearly without being condescending.
• Patient and empathetic. You understand that customers reaching out are often frustrated, and you meet them with kindness.
• Curious and resourceful. When you don't know the answer, you dig until you find it.
• Reliable. You show up, follow through, and take ownership of customer issues until they're resolved.

• 1 years of experience in customer support, retail, hospitality, or another client-facing role
• Excellent verbal and written communication skills
• Comfort with technology and ability to learn new systems quickly
• A quiet, professional environment for taking calls (if remote)
• Availability to work [specify hours/time zones as needed]

• Technical background in engineering, IT, or a related field
• Experience supporting hardware products or consumer electronics
• Familiarity with support tools like Zendesk, Intercom, or similar platforms
• Experience working at a startup or early-stage company
• Passion for kids' education, creativity, or child development

• Be part of a small, passionate team building something meaningful for families
• Competitive compensation and benefits
• Opportunity to shape the customer experience from the ground up
• Work on a product that sparks creativity and protects kids' privacy

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Send your resume and a brief note about why you'd be a great fit to apply@kidco.ai. Bonus points if you tell us about a time you turned a frustrated customer into a happy one.

KID Co. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.