Customer Support Representative

Summary

Join our growing team as a full-time Customer Support Representative and provide high-quality support to schools and educators. You will be the primary point of contact for resolving queries via email, phone, and text, ensuring their satisfaction. The role demands excellent communication, problem-solving skills, and a dedication to supporting schools and educators. We seek someone passionate about education and making a positive social impact. Experience in the education sector is a plus, but a 'can-do' attitude and commitment to exceptional customer experience are essential. This is a remote position based in Halifax, offering a competitive salary.

Requirements

• 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 🙌
• Has strong written and verbal communication skills
• Is Detail-oriented with a proactive approach to resolving concerns

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

Preferred Qualifications

• 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)