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Customer Support Specialist (Community)

Vancouver, British Columbia
Our client is revolutionizing the way people learn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience.

Their team is growing and looking to add a Customer Support Specialist (Community) to help support the company’s customer experience by building, growing and moderating a thriving and sustainable customer community. You’ll work to answer questions and help course creators and partners connect, share successes, and collaborate.  

Customer Support Specialist (Community)
Remote in Eastern Canada (Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland or Labrador)

What you’ll be doing: 
  • Starting between 8am-9am Eastern Time to support customers in Eastern Time Zones and overseas
  • Responding to customer queries that come in through social channels, answering questions, giving advice and solving problems using your technical know-how and platform knowledge
  • Helping to reduce support ticket volumes (in Zendesk) and ensure customer problems are resolved as quickly as possible
  • Supporting the moderating of the customer community once it is launched
  • Support the Partnerships team to highlight how agency and freelancer partners are helping grow the customer community in a healthy way
  • Funneling customer feedback in the community to the product planning and development workflows
  • Supporting the Marketing teams with social campaigns, promotions, product releases, etc. in the customer community
What you bring: 
  • 2-3 years experience in an online Customer Support role in a SaaS environment 
  • Experience working with and managing forum/community tools such as Facebook groups or an online community 
  • The ability to help customers at all skill levels find success on a platform/with a software product, distilling technical concepts into digestible information
  • A passion for going above and beyond to help people 
  • Solid problem solving skills with an ability to perform well under pressure
  • Exceptional written and verbal communication skills
Sounds like you & piqued your interest? Great - apply now!

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