Senior Customer Support Specialist
Senior Customer Support Specialist – Full-time, Remote
An ideal position for someone looking for a long-term role located in Canada!
A Day in The Life:
BeMo has an immediate need for an experienced support professional to join our team! This role focuses on supporting current students, managing inquiries, resolving concerns, conducting orientations, and ensuring students receive timely, exceptional service.
What you will do:
- Provide exceptional support to current students through email, phone, live chat, and video conference, ensuring inquiries are handled professionally, accurately, and in a timely manner.
- Conduct onboarding/orientation meetings with new students via video conference to welcome them to their BeMo programs, explain key processes, answer questions, and help set them up for success.
- Educate prospective students about BeMo’s products and services through email, phone, and live chat, and support the student acquisition process as needed.
- Effectively manage and prioritize daily student support inquiries, including inbox management, escalation tracking, and ensuring students receive timely responses.
- Enhance student satisfaction by helping resolve program-related concerns, complaints, or service issues, while providing personalized support and escalating matters appropriately when needed.
- Create, update, and maintain accurate student records, support notes, and records related to student acquisition and student support activities.
- Contribute to the development and implementation of strategies to improve student support processes, student satisfaction, and student acquisition.
- Provide administrative and technical support to consultants and internal team members by helping troubleshoot issues with BeMo’s online systems, platforms, and student-facing tools.
- Store, organize, and analyze simple data using Excel, Google Sheets, or other spreadsheet tools to support Student Support operations and reporting.
- Handle highly confidential student documents, records, and internal information with extreme care and professionalism.
- Support the Student Support Manager by helping oversee, coach, and guide Student Support Specialists and Assistants as needed, including during high-volume periods or in the manager’s absence.
- Identify recurring student concerns, operational issues, or process gaps and bring forward recommendations for improvement.
We'd love to hear from you if you...
- Have at least 5 years of experience in customer service, client support, student support, customer success, or a related role.
- Have experience handling complex customer/client inquiries, escalations, complaints, or sensitive service issues with professionalism and sound judgment.
- Are highly organized and able to effectively manage competing priorities, high-volume inboxes, and time-sensitive support requests.
- Are proficient with technology and have a strong ability to learn new tools, systems, and platforms quickly.
- Are well-versed in online research and able to find accurate information efficiently.
- Are a self-directed learner with the ability to systematically experiment, identify process gaps, and recommend improvements to customer support procedures.
- Are proficient with Microsoft Excel, PowerPoint, and/or Google Workspace, and are comfortable learning new software to improve efficiency, reporting, and record keeping.
- Have strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.
- Have experience coaching, guiding, or supporting junior team members, or are ready to take on informal leadership responsibilities.
- Bonus:
- Bilingualism (English and French) is considered an asset.
- Have availability to work an evening and weekend schedule.
What we Offer:
- Freedom to work in the comfort of your own home! You never have to go to the "office".
- Competitive Compensation.
- Comprehensive health, dental, and disabilit