Customer Support Representative

Customer Support Representative

Location: Hybrid in Vancouver, British Columbia

Compensation: $53,000 CAD

Job Overview

As a full-time Customer Support Representative, you will play a key role in providing high-quality support to both schools and educators. Your primary responsibilities will include resolving and answering queries, and ensuring overall satisfaction through email and phone support. The role requires exceptional communication skills, quick problem-solving abilities, and a strong focus on school and educator support. We are also looking for someone who is excited to be an early joiner in a new and growing team.

Key Responsibilities

• Respond to inquiries from schools and educators promptly via email, phone and text.
• Manage and maintain the support inbox, ensuring all queries are handled efficiently.
• Monitor the Slack (internal communications) channel and escalate issues as needed.
• Identify trends in queries and recommend process improvements to enhance the school and educator journey.
• Collaborate closely with the US team to resolve issues and ensure a smooth school and educator experience.
• Contribute to building a support knowledge base to create more efficient support for the future.
• Document and escalate key issues for further action.

Our Ideal Candidate

- Has a passion for companies that have a positive social impact and the education sector

- 'Can do' attitude, bias for action and you want to be part of a growing motivated team

- You love to take pride in creating an exceptional experience for customers

- Having experience and/or strong knowledge of the education sector is a big plus

- Has strong written and verbal communication skills.

- Is detail-oriented with a proactive approach to resolving concerns.

Helpful to Have But Not Essential

- Background in customer service or customer success

- Proven ability to manage multiple workflows and prioritize tasks effectively.

- Proficiency in Google Suite

- Previous experience with a customer service software (e.g Zendesk, Intercom, Hubspot)