Senior Support Specialist
TLDR
High-impact role shaping student success by handling inquiries, onboarding, and escalations while driving process improvements in a mission-driven team.
- Provide high-quality support to students through email, phone, live chat, and video calls, ensuring timely, accurate, and empathetic resolution of inquiries.
- Conduct onboarding and orientation sessions for new students, guiding them through programs, systems, and expectations to set them up for success.
- Manage and prioritize daily support requests, including inbox management, escalation tracking, and resolution follow-ups to maintain service standards.
- Address student concerns, complaints, and program-related issues while escalating complex cases appropriately and ensuring resolution quality.
- Maintain accurate student records, documentation, and support logs across systems to ensure consistency and operational transparency.
- Support internal teams and consultants with administrative and technical troubleshooting across platforms and tools.
- Identify recurring issues and contribute to process improvements that enhance student satisfaction and operational efficiency.
- Assist in guiding and supporting junior team members during peak periods or in the absence of senior leadership when needed.
- 5+ years of experience in customer support, student support, customer success, or a related client-facing role.
- Proven ability to manage complex inquiries, escalations, and sensitive situations with professionalism and sound judgment.
- Strong organizational skills with the ability to handle high-volume workflows, competing priorities, and time-sensitive requests.
- High proficiency with digital tools and strong ability to quickly learn new platforms and systems.
- Experience using productivity tools such as Excel, Google Workspace, or similar for tracking, reporting, and documentation.
- Strong written and verbal communication skills with an empathetic, clear, and professional approach.
- Ability to work independently, identify process gaps, and proactively recommend improvements.
- Experience supporting or mentoring junior team members is an asset.
- Bonus: bilingualism (English and French) and availability for evening/weekend shifts.
- Fully remote work environment within Canada.
- Competitive compensation package.
- Comprehensive health, dental, and disability insurance for eligible team members and dependents.
- Generous self-directed vacation policy and paid time off flexibility.
- Annual professional development budget to support learning and career growth.
- Opportunities for career advancement and involvement in impactful projects.
- Collaborative and mission-driven culture focused on education and student success.
- Team events and opportunities for connection and engagement throughout the year.
Requirements
Benefits
Benefits
Equity Compensation
Competitive compensation package.
Health Insurance
Comprehensive health, dental, and disability insurance for eligible team members and dependents.
Learning Budget
Annual professional development budget to support learning and career growth.
team events and engagement
Team events and opportunities for connection and engagement throughout the year.
Paid Time Off
Generous self-directed vacation policy and paid time off flexibility.
Remote-Friendly
Fully remote work environment within Canada.
Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services