Customer Support Representative - Ontario

Zen Educate•Ontario, ON

2d•Remote

About The Position

We are looking for a Customer Support Representative who is passionate about education and thrives in a fast-paced environment. This role is crucial for supporting schools and educators, providing calm and expert guidance during critical times. The ideal candidate is a high-energy communicator who takes ownership and wants to see the direct impact of their work. Zen Educate is a growing tech company in the education recruitment space, aiming to reduce agency fees and increase educator earnings through technology. The Support team is the human connection that ensures schools and educators are supported and ready to succeed.

Requirements

Genuinely motivated by the mission to help schools and educators.
Takes personal pride in turning a user's stressful morning into a success story.
Has a can-do attitude with a bias for action.
Comfortable with ambiguity and enjoys the challenge of a fast-moving, scaling environment.
Detail-oriented and understands the importance of details in education.
Ability to explain complex things simply, with a professional, empathetic, and clear tone.
Ability to remain calm and prioritize effectively during busy periods.

Nice To Haves

Background in Customer Service or Success, especially in a tech-led environment.
Experience in the education sector.
Experience using support tools like Zendesk, Intercom, or HubSpot.
Proficiency in Google Suite.

Responsibilities

Own frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions.
Manage the support inbox and internal channels promptly.
Contribute to the Knowledge Base by creating self-serve resources.
Identify recurring user pain points and recommend process improvements.
Partner with US-based teams to resolve complex issues.
Document and escalate technical or systemic issues to the product team.