About Us

LearnExperts is a fast-growing early-stage company passionate about driving customer adoption and learning through state-of-the-art education technology. The ed tech market is a $14B industry and is expected to grow to $25B by 2025. Using over 100 years of expertise, we are on the cutting edge of innovation with our creator platform using things like Artificial Intelligence and Machine Learning to improve the creator experience. As seasoned, experienced professionals, we pride ourselves on having built award-winning innovative learning programs and products for over 20 years.

What We're Looking For

We are looking for a talented Customer Experience Specialist (otherwise know as a Customer Support Representative) with a can-do attitude, passion, initiative, enthusiasm and demonstrable experience in customer support, success, or service to join our team. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust and be flexible and adaptable to jump in as needed on tasks or projects outside your primary role.

Ultimately, you will help establish our reputation as a company that offers excellent customer experience and support during all sales and after-sales procedures.

If you are looking for an exciting opportunity that offers a flexible, positive work environment and gives you the opportunity to expand your skills and expertise this role is for you! 

What You'll Do

  • Guide customers through onboarding

  • Respond to customer queries in a timely and accurate way, via phone, email, or chat

  • Identify customer needs and help customers use specific features

  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

  • Update our internal databases / documentation with information about technical issues and useful discussions with customers

  • Utilise excellent customer service skills and exceed customers’ expectations

  • Share feature requests and effective workarounds with team members

  • Inform customers about new features and functionalities

  • Follow up with customers to ensure their technical issues are resolved

  • Gather customer feedback and share with our Product, Sales and Marketing teams

  • Recommend procedure modifications or improvements

 

What You Need To Get The Job Done

  • 1- 3 years experience as a Customer Support Representative or similar role

  • Experience using help desk software and remote support tools

  • Understanding of how CRM systems work

  • Excellent written and verbal communication and problem-solving skills

  • Multi-tasking abilities

  • Patience when handling tough cases

  • BSc in Information Technology, Computer Science, or equivalent experience

  • Familiarity with our industry is a plus

  • Experience with SaaS is a plus

 

Want to increase your chances of standing out? If so, please answer the following question in your cover letter:

Describe your problem-solving strategy. For example, how might you try to find an answer you don’t already know to a technical question while a user is waiting?

 

Additional Information

This is a full-time, remote position, located anywhere in Canada.

This job is Monday – Friday during core business hours in your timezone.

 

Diversity, Equity and Inclusion (DEI) Statement

If you have some but not all the skills listed here, we still encourage you to apply. We would love to get to know you and learn about your unique blend of skills. 

We believe that the best work is done by team members who come from diverse backgrounds. Therefore, we want our company to be as inclusive as possible. To this end, we invite all candidates to apply and especially encourage those who identify as members of underrepresented groups. 

LearnExperts is committed to provide a work environment that accommodates everyone. If you require special accommodation during the hiring process, please let us know when you apply. Know that all information will be kept confidential.