Customer Support Specialist

Job Description

About us

We’ve grown at an incredibly fast pace since our launch in 2017. We’re the trusted student recruitment partner to more than 600 higher ed institutions in 35 countries worldwide, including the Boston University, University of Southern California, NYU, University of Cambridge, Kings College London, HEC Paris, and Erasmus.

We’ve raised over $33M from top-tier investors, and we’re on course to achieve our mission of empowering 10 million students to make the right choices in their higher ed journey.

Here’s where you come in

We’re now ready to take an even bigger leap. We’re transforming our product offering changing the way both prospective and current students make their life-determining decisions. This means that we need people like you to help us supercharge our growth and shape our future.

As a Customer Support Executive, your primary role will be to act as front-line support for our North American higher-education customers, helping them with their day-to-day use of our technology - including our Chat, Events, and Community products.

Your role is crucial to Unibuddy’s growth through successful customer retention. You’ll be creating an outstanding experience for customers by resolving issues timely. If our customers cannot, or, don’t know how to use our products they won’t be able to truly see the value of our products and enable students to connect with each other.

What you’ll be doing

• Serving as the first point of contact for our US & Canadian partner base addressing incoming queries and problems from customers.

• Resolve issues in a timely manner through various channels (email or live chat).

• Troubleshooting user-reported issues and reporting bugs or issues in detail to appropriate teams.

• Collecting feedback from customers and sharing this with the product development team.

• Produce new and updated content for our help center - videos and articles - on how to use our new and exciting product features.

• Implementing new ways to manage our ticket volumes.

• Continually striving to provide customer service of the highest standard and exceeding expectations.

• Supporting and mentoring other members of the team.

This might be for you if

• You have experience in a similar customer support role, we’re thinking 2 years+.

• You’ve enabled customers to maximize their use of technology or SaaS products.

• You are tech-savvy - someone who understands technical components and can explain this in clear and simple terms to a wide audience.

• You have a problem-solving approach to troubleshooting and are to consistently find workarounds.

• You consistently take initiative and ownership to best serve our customers.

• You are comfortable with customer support systems such as Intercom (or Zendesk or similar).

• You are comfortable in a fast-paced, ever-evolving, team environment.

• You are comfortable working autonomously as part of a global team.

It would be a bonus if you could bring

• Experience debugging issues using Chrome Developer Console.

• Familiarity with Jira and Github.

• Writing experience (writing website content and articles).

We know that typically some people only apply to jobs if they see themselves checking every box. We believe we’re more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We're always keen to speak to people who connect with our mission and values.

About our team

We are a global, friendly, and supportive team we pride ourselves on consistently high CSAT scores and our cross-functional work to provide a world-class customer service to our global partner base. The two Customer Support Executives are based in the UK so you’ll need to be comfortable with a highly-autonomous environment as the sole support leader in the North America region.

Perks and benefits

• Salary of CAD$55-70k plus stock options.

• 25 days PTO plus national holidays and four additional days at the end of the year.

• Enhanced maternity, paternity, and adoption leave.

• Health insurance for you, and contributions for your family, dental, and vision optional.

• Life insurance.

• RRSP

We rock! It’s our people that make us successful. We have 100 employees globally and a fantastic culture. But don’t take our word for it - we’re proud to be named by Built In as one of the best mid-sized companies to work for in the US, Mogul awarded us as a top 100 workplaces for benefits, and we won an award with Flexa as one of the most flexible EdTech & Education companies.

Working pattern

Full-time.

We are able to offer this role as a remote position in Canada or the US (you must be based in Eastern, Atlantic, or Newfoundland timezone)

OR you can work in a hybrid setting by taking advantage of our WeWork passes in NYC or Toronto.

Please note we are unable to provide visa sponsorship or relocation support. You must have the right to work in Canada or US to apply.

Are you ready to become a buddy? Apply now.

Please send a resume and showcase your motivations.

Not quite ready to apply or have some questions? Then you can get in touch with the People Experience team at becomeabuddy@unibuddy.com