What are the responsibilities and job description for the Senior Support Specialist position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Support Specialist in Canada.
You will join a mission-driven student support environment where your work directly shapes the success and experience of learners preparing for their academic and professional futures. In this role, you will act as a key point of contact for students, ensuring they receive timely, empathetic, and high-quality support throughout their journey. You will handle a wide range of inquiries, onboarding sessions, and escalations while helping users navigate programs and platforms with confidence. The position combines customer support, student success, and light operational leadership in a fast-paced remote setting. You will also contribute to improving internal processes, enhancing service quality, and identifying opportunities for continuous improvement. Working closely with internal teams, you will help ensure smooth operations and a consistently high standard of student experience. This is a high-impact role for someone who thrives in structured yet dynamic support environments.
\n- Provide high-quality support to students through email, phone, live chat, and video calls, ensuring timely, accurate, and empathetic resolution of inquiries.
- Conduct onboarding and orientation sessions for new students, guiding them through programs, systems, and expectations to set them up for success.
- Manage and prioritize daily support requests, including inbox management, escalation tracking, and resolution follow-ups to maintain service standards.
- Address student concerns, complaints, and program-related issues while escalating complex cases appropriately and ensuring resolution quality.
- Maintain accurate student records, documentation, and support logs across systems to ensure consistency and operational transparency.
- Support internal teams and consultants with administrative and technical troubleshooting across platforms and tools.
- Identify recurring issues and contribute to process improvements that enhance student satisfaction and operational efficiency.
- Assist in guiding and supporting junior team members during peak periods or in the absence of senior leadership when needed.
Requirements
- 5 years of experience in customer support, student support, customer success, or a related client-facing role.
- Proven ability to manage complex inquiries, escalations, and sensitive situations with professionalism and sound judgment.
- Strong organizational skills with the ability to handle high-volume workflows, competing priorities, and time-sensitive requests.
- High proficiency with digital tools and strong ability to quickly learn new platforms and systems.
- Experience using productivity tools such as Excel, Google Workspace, or similar for tracking, reporting, and documentation.
- Strong written and verbal communication skills with an empathetic, clear, and professional approach.
- Ability to work independently, identify process gaps, and proactively recommend improvements.
- Experience supporting or mentoring junior team members is an asset.
- Bonus: bilingualism (English and French) and availability for evening/weekend shifts.
Benefits
- Fully remote work environment within Canada.
- Competitive compensation package.
- Comprehensive health, dental, and disability insurance for eligible team members and dependents.
- Generous self-directed vacation policy and paid time off flexibility.
- Annual professional development budget to support learning and career growth.
- Opportunities for career advancement and involvement in impactful projects.
- Collaborative and mission-driven culture focused on education and student success.
- Team events and opportunities for connection and engagement throughout the year.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
#LI-CL1