Customer Experience Specialist

3 weeks ago


Vancouver, Canada Rycor Solutions Inc. Full time

Rycor is software infrastructure for schools and administrations. Our customers use Rycor to manage hundreds of millions in student funds - accept payments, automate accounting and grow their revenue. Our mission is to generate the best outcomes for students and teachers by enabling administrators to save an unrivalled amount of time and money. That means you have the opportunity to put better education within everyone’s reach and do the most important work of your career.

Founded in 2001, Rycor powers the most advanced public administration financial software in North America — managing billions of dollars in transactions. Rycor is growing quickly, more than doubling its revenue run rate in the first quarter of 2023.

**About the role**:
As a member of our stellar customer operations team, you will work closely with some of the largest education administrations in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and reliability engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of support for our customers and the voice of the customer to the rest of the team.

**What you’ll do**:

- Work directly with some of the largest public administrations in North America
- Help maintain an industry leading satisfaction rate with our customers
- Own a critical piece of the feedback loop for improving our product, providing insight for the whole team
- Learn the Rycor Platform inside and out to maximize effectiveness with our customers
- Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
- Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
- execute virtual training sessions to a diversely skilled audience
- Have the ability to grow, develop and learn in a fast-paced, start-up environment

**What you need**:

- Minimum 2 years of experience supporting a technical product in customer support
- Minimum 1 year of experience handling phone calls
- Excellent verbal and written communication skills — native-fluency in English
- Investigative and critical thinking skills
- Desire for ownership and growth in your role over time

**Bonus points**:

- Experience with Freshdesk software or similar (e.g., Zendesk)
- Finance / Accounting knowledge
- Microsoft Office (mainly Excel)

**Rycor benefits**:

- 100% extended medical, dental & vision insurance coverage for you
- Full coverage for your dependents
- No deductible

**Why work for us?**

At Rycor we have a commitment to an exceptional and collaborative company culture. You will work alongside an amazing group of friendly and talented people who will help and encourage you to grow in all facets of software development. We welcome diverse perspectives, people who think rigorously, and aren't afraid to challenge assumptions.

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer support: 1 year (preferred)

Work Location: In person

Expected start date: 2023-12-01



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