Customer Support Associate (12 month contract term) Canada - Remote

Department: Partnership Project Delivery

Employment Type: Full Time

Location: Various

Reporting To: Ola Olszewski, Manager, Partner Implementation and Support

Compensation: $50,000 - $55,000 / year

Description

Riipen is looking for Customer Support Associates (internally called Program Support Associate)  to deliver exceptional customer support to program participants by managing inquiries, resolving issues, and ensuring a seamless user experience. In this role, you will be the first point of contact through Intercom, email, and Aircall, handling a high volume of questions, troubleshooting common challenges, and escalating complex cases as needed.

Beyond direct support, you will proactively analyze user feedback to identify trends, improve processes, and enhance overall program operations. You will also assist with key administrative tasks, including tracking program milestones, processing payments, and maintaining up-to-date resources to empower users.
This role is ideal for someone with strong communication skills, a passion for customer support, and the ability to navigate multiple priorities in a fast-paced, remote environment. 

This role is fully remote and open to candidates in Canada.

This position is a full time (40 hours) 12-month contract opportunity to start, based on program funding. 

Key Responsibilities

End-User Support & Issue Resolution

• Serve as the first point of contact for program participants, handling inquiries through Intercom, email, and Aircall.
• Manage and resolve stage 1 user inquiries, escalating complex issues to the appropriate teams as needed.
• Proactively analyze support trends to identify areas for process improvement and user experience optimization.
• Work closely with internal teams to implement product and service enhancements based on user feedback.
  
  

Program Administration & Payments

• Monitor and track key program milestones, ensuring smooth operations and timely execution of deliverables.
• Process program-related payments within SLA, identifying and implementing process efficiencies.
• Maintain accurate program documentation, ensuring internal teams and external users have access to up-to-date resources.
• Support impact measurement efforts, compiling key program data and insights to contribute to reporting and storytelling.
  
  

Process Improvement & Optimization

• Continuously assess workflows and procedures, suggesting and implementing improvements to enhance efficiency.
• Collaborate with project managers and operational teams to standardize best practices and maintain consistency across programs.
• Maintain clear and detailed documentation to support future program iterations and training efforts.
  
  

Skills, Knowledge and Expertise

You may be a good fit if:

• You have 1-3 years of experience in customer support, or operations.
• You excel at managing multiple tasks, keeping programs organized, and handling high volumes of inquiries.
• You are detail-oriented and proactive in solving problems and identifying areas for improvement.
• You have experience with customer support platforms (e.g., Intercom, Aircall, email management tools).
• You are comfortable handling technical writing, email communication, and onboarding documentation.
• You have strong communication skills and enjoy working with diverse stakeholders, from students to employers.
• You thrive in a fast-paced, remote work environment and can manage competing priorities effectively.
  
  

Bonus Points:

• Experience using Hubspot, Intercom, G-Suite, and Slack
• Experience in ed-tech 

Benefits

• 🏖️ 4 weeks of annual vacation 
• 🤕 Paid sick leave
• 🏥 Extended Health and Dental benefits from your first day 
• 💻 We will ensure you have a great work-from-home setup 
• 📚 Learning & Development Stipend after 6 months of employment

We appreciate your interest and application. Only those applicants under consideration will be contacted. 
Riipen is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion,