Senior Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver exceptional assistance to current students through various channels including email, phone, live chat, and video conferencing, ensuring inquiries are addressed in a professional, accurate, and timely manner.

• Facilitate onboarding and orientation sessions with new students via video conferencing to greet them as they start their BeMo programs, clarify key processes, respond to questions, and help position them for success.

• Inform prospective students about BeMo’s offerings through email, phone, and live chat, and assist in the student acquisition process as required.

• Efficiently manage and prioritize daily student support requests, which includes managing the inbox, tracking escalations, and ensuring students receive prompt replies.

• Improve student satisfaction by addressing program-related issues, complaints, or service challenges while offering personalized support and escalating matters when necessary.

• Create, update, and maintain accurate student records, support notes, and documentation related to student acquisition and support activities.

• Participate in the development and execution of strategies aimed at enhancing student support processes, satisfaction, and acquisition.

• Provide administrative and technical assistance to consultants and internal team members by troubleshooting issues with BeMo’s online systems, platforms, and tools used by students.

• Organize, analyze, and store simple data using Excel, Google Sheets, or other spreadsheet tools to support Student Support operations and reporting.

• Handle sensitive student documents, records, and internal information with utmost care and professionalism.

• Assist the Student Support Manager by overseeing, coaching, and guiding Student Support Specialists and Assistants as needed, particularly during high-demand periods or in the manager’s absence.

• Identify recurring student issues, operational challenges, or process gaps and propose recommendations for enhancements.

• Complete any additional tasks and responsibilities as mutually agreed upon between the Employer and Employee.

⛳️ Requirements

• Possess a minimum of 5 years of experience in customer service, client support, student support, customer success, or a similar role.

• Have experience managing complex customer/client inquiries, escalations, complaints, or sensitive service matters with professionalism and sound judgment.

• Be highly organized and capable of effectively managing competing priorities, high-volume inboxes, and time-sensitive support requests.

• Be technologically proficient and demonstrate a strong ability to quickly learn new tools, systems, and platforms.

• Be skilled in online research and able to efficiently locate accurate information.

• Be a self-motivated learner with the ability to systematically assess, identify process gaps, and suggest improvements to customer support procedures.

• Be proficient in Microsoft Excel, PowerPoint, and/or Google Workspace, and comfortable learning new software to enhance efficiency, reporting, and record keeping.

• Exhibit strong written and verbal communication skills, with the capacity to communicate clearly, professionally, and empathetically.

• Have experience coaching, guiding, or supporting junior team members, or be prepared to take on informal leadership roles.

• Bonus: Bilingualism (English and French) is a valuable asset.

• Availability to work evenings and weekends is required.

🏝️ Benefits

• Enjoy the flexibility of working from the comfort of your own home!

• Receive competitive compensation.

• Access comprehensive health, dental, and disability insurance benefits for full-time team members and their spouses without coverage.

• Benefit from a generous self-directed vacation policy for full-time team members.

• Utilize a $1,000 annual professional development fund for full-time team members.

• Participate in bi-annual team dinners and engaging events.

• Experience opportunities for growth, independent project development, and career advancement.