Customer Support Representatvie

Location: Halifax, Full-Time, Permanent 6am - 3pm

Salary: 53,000K CAD

Job Overview:

As a full-time Customer Support Representative based in Halifax, 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

Competitive salary

Ownership in the company

18 days PTO (15 days flexible, 3 days over Christmas) + 9 stat holidays

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.