Customer Experience Specialist

5 days ago

Edmonton, Canada Showbie Inc. Full time

**About Us**

At Showbie, we’re building tools to help teachers transform their classrooms by delivering faster, more engaging, and more impactful feedback and assessment to their students. Our apps, Showbie and Socrative, are used by millions of teachers and students in classrooms worldwide.

We are proudly based in Edmonton, Canada, and we have a rapidly growing global team located across Canada, the United Kingdom, Norway, and the United States.

We are comprised of people who are passionate about empowering educators as they use technology to redefine and improve their classrooms. Our values of tenacity, caring, and curiosity guide our attitudes and actions each day.

**The Role**

Showbie is looking for a Customer Experience Specialist who will support our customers for both the Showbie App and Socrative App. The Customer Experience Specialist will support the business in 3 key areas: onboarding new customers, answering customer support tickets and ensuring strategic accounts are successful by providing technical services. We have a passion for education and show it by providing excellent support to the millions of teachers and students who use our products. We are looking for an individual who has either a background in education and/or strong customer service experience.

**Key Responsibilities**
- Nurture key accounts to ensure a great experience when using our software
- Provide personable and effective support to end-users
- Investigate, identify, and triage technical issues encountered by schools, teachers, students, and parents
- Follow-up to ensure timely issue resolution
- Spot trends in user issues to flag for the wider team
- Attend weekly training & team meetings as required

**You**
- Excellent writing communication skills
- Experience using a chat-based customer support tool (we use Intercom)
- Experience in a customer-facing role, ideally remotely
- Expertise in troubleshooting technical issues (iOS, Android, Web)
- Fluent in English (any other languages is a bonus)
- Proven ability to work autonomously
- Empathy for our end users
- A desire to become an expert on our products, Showbie & Socrative

**Bonus**
- Experience in SaaS customer service
- Passion for and/or background in Education
- Experience with any or all of the following tools: Intercom, Salesforce, Jira, Notion, Lattice

**What You Can Expect From Us**
- Remote-first forever; considering a big life change? Want to try working from another country? We will work with you to allow you to work from wherever.
- The autonomy to make decisions and execute them. We’re growing, but we’re a small team. Everything you do makes a difference and your input will always be celebrated.
- Transparency. You will always be kept up to date on the company strategy through monthly town halls.
- If you're in the area, we have a beautiful comfy office located in central downtown Edmonton (close to great restaurants, cafes, and public transit). Includes weekly SPUD deliveries, a kick-ass espresso machine, ping-pong and foosball, and lots of board games.
- We offer a flexible work environment. Work from the office, or from home, or any combination of the two. Because sometimes you do your best work in your slippers.
- We value work-life balance. When we're at work we're excited and focused on building a great product. We also know that going “home” (or simply closing your laptop) and not working weekends or Holidays makes us even more excited to come to work and do great things.
- While we take government holidays off, if they aren't ones that align with your personal or cultural beliefs, we have a swapping program that ensures you get the days that work best for you.
- Casual afternoon socials, monthly team events, hackathons, awesome Holiday parties, and a team that actually likes to hang out with one another.
- Extended health benefits (including eye care, massages, physiotherapy, and mental health supports) and a Health and Wellness Spending Account.
- Minimum three weeks vacation plus a week of flex time and time off during December Holidays.

Check out our Work at Showbie page to learn a little bit about our company culture and the benefits we offer to our team. We pride ourselves on a company culture that values the whole you. We like to have fun as much as we like to work.
- This role is based in: Canada with the option to work 100% remotely._
- The proposed salary range for this role is: $50,000-$60,000 CAD_

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