Customer Support Representative

Location: Vancouver, hybrid. The team are meeting in a co-working space 2 times a week currently
Type: Full-time
Salary: CAD$53,000

About Zen Educate:

Zen Educate is a technology company with an online platform that helps match schools with teaching staff (Substitute teachers, Paraprofessionals, etc.) By leveraging technology, our smart algorithms can match teachers to the perfect school and help schools find great teachers.

Zen Educate is on a mission to help the education system as a whole. By improving efficiency and keeping things simple, we can help schools find administrative savings and we promote schools to pass these savings to teachers and increase teacher pay! This helps keep more money within the education system so that the money is used to help children learn and develop.

We care about the teachers as much as we care about the schools. We help both sides improve transparency and communication so schools and teachers are better prepared and can work together effectively!

We have recently raised our Series B funding of $37mil, the largest round in European EdTech this year. This is an exciting opportunity to make a difference and be part of a high growth start-up that is expanding rapidly in the UK and US markets!

About the role:

As a full-time Customer Support Representative based in Vancouver, 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 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:

• 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

Helpful to have but not essential 💥

• Background in customer service or customer success or inbound sales
• Ability to manage multiple workflows and prioritize tasks effectively.
• Strong written and verbal communication skills.
• Detail-oriented with a proactive approach to resolving concerns.
• Proficiency in Google Suite preferred
• Adaptability and willingness to adjust priorities based on incoming tasks.
• Previous experience with a customer service software (e.g Zendesk, Intercom, Hubspot)

What's in it for you?

• Work that you want to talk about
• Ownership in the company
• 18 days PTO (15 days flexible, 3 days over Christmas)
  
• Fun-loving, tight-knit team solving a problem that makes a difference
• We offer an extended benefits package that includes full health, drugs, dental, and vision coverage

Diversity and Inclusion:

At Zen, we strive to build a culture of equity and inclusion, where everyone is respected, valued and appreciated for their unique traits, experiences and perspectives. We are committed to creating a safe, inclusive and equitable environment where our team can thrive, regardless of age, ethnicity, race, gender identity, sexual orientation, socio-economic status, disability, religion or beliefs. We value our differences and believe that practices of Diversity, Equity and Inclusion help us create a fairer, more compassionate environment for all.

We welcome applicants with diverse backgrounds and different experiences and perspectives — just like the staff who teach through Zen and the children at the schools we work with. We believe in hiring the best people from the widest pool and creating an inclusive culture where people’s voices are heard and all our team can look forward to coming to work.

We are committed to building a team that reflects the diversity of our community and promoting an equitable and inclusive environment for all. We seek out diverse opinions, beliefs, and experiences because they collectively make us stronger; we’ve had former teachers, pilots, fundraisers, engineers, lawyers, marketers, social media experts and more join our team.