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Customer Support Associate

Job details

  • Company Name: HiMama
  • Location: Toronto, ON
  • Job Type: Full-time, Remote

Full Job Description

*About HiMama and Our Mission:
*

HiMama is improving learning outcomes for children aged zero to five. We are a social purpose business and certified B Corporation that connects families with the early childhood professionals who serve them. Our goal is to empower early childhood educators with affordable tools that enable them to improve developmental outcomes for the children they work with while educating parents about the importance of their work. If you are excited about being part of a high-growth tech company focused on making a difference in a highly impactful industry, HiMama is the place for you!

We’re on the hunt for enthusiastic individuals with can-do attitudes who want to be a part of a fast-paced, work-hard, start-up environment. At HiMama we celebrate wins, make positive changes in the world, and have fun with friends all at the same time, every day.

*
The Customer Success (CS) Team*
CS at HiMama is a close-knit team of busybodies who are driven to find a way to make every customer successful, so help us! This includes influencing product and marketing decisions, problem-solving, and a whole lot of persuasion. Every day is a new challenge and every team member has a lot of responsibility, but we work closely together to ensure everyone is kicking butt in their role.

*
The Customer Support Associate Role*
You should enjoy interacting with customers over the phone and helping people solve technical problems and resolve issues should be a passion. The Customer Support Associate role will focus on providing support to our customers via email, phone, and chat. They will be responsible for exemplifying amazing customer service. Given the nature of our fast-paced environment, you will also be helping out in other aspects of the CS team. And you should be excited by a busy schedule and seat-of-your-pants challenges.

What You’ll Be Doing:

  • Supporting customers with troubleshooting technical support issues via chat, email, and phone
  • Helping identify trends in customer issues and requests, as well as reporting bugs to the Engineering team
  • Working with the Product team to ensure we are making decisions in the best interest of our users
  • Finding ways to improve processes and reduce customer pain points
  • Recommending and implementing improvements to process to improve efficiency and customer outcomes
  • Ensuring the customer has an amazing HiMama experience!

What We’re Looking For:

  • Post-secondary education (or equivalent work experience)
  • Minimum of 2 years of work experience in a customer-facing role
  • Tech-savvy with the ability to navigate apps and software is a must
  • Exceptional verbal and written communication skills
  • Ability to build relationships and connect with people quickly
  • Compassionate and patient demeanor with confidence and assertion to get things done
  • Active listening and problem-solving skills
  • Not afraid to pick up the phone and speak to people
  • Organized and able to manage a large volume of tasks independently
  • Ability to deescalate and manage difficult situations and conversations
  • Propensity to always want to learn and improve processes
  • Passionate about a career that is more than a “job”
  • Ambition to work hard in order to make an impact on the world

*
Don’t have all the requirements but are convinced you’ll be able to make an impact? We’d love to hear from you!*

*
HiMama Perks!*

  • Flexible working arrangements, with the option to work from our vibrant downtown Toronto office or work remotely
  • The health benefits package includes medical, dental, and vision
  • Paid time off, including vacation, personal days, paid sick days and paid volunteer days
  • Opportunities for learning, mentorship, and professional development
  • Ongoing team-wide and company-wide virtual social activities and success celebrations

*
Accessibility*
HiMama is committed to inclusiveness, equity, and accessibility. If you require accommodations at any step of the application or interview process, please indicate so under the “Accommodations Question” box on your application. Accommodations may include but are not limited to alternative methods of communication, providing a detailed “what to expect”, or modified testing. Please note this list is not exhaustive and we are more than happy to discuss other accommodations as required. If you have questions about HiMama’s accommodation process, connect with us at accessibility@himama.com.

Commitment to Diversity
Diversity, Inclusion, and Belonging are central to HiMama’s core values. HiMama aims to ensure we provide a safe environment for everyone to thrive while bringing their authentic selves to work. Our mission is to promote an inclusive workspace for all employees through Education, Discussion, and Celebration of our differences. Embracing these differences while coming together with a common purpose is what makes our team extra special. Our focus on inclusion and belonging is activated in the day-to-day culture at HiMama through our Diversity, Inclusion, and Belonging (DIBS) committee, our bi-weekly DIBS discussions, DIBS Slack community, D&I training and education, volunteer days, donation matching, and more.

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