Customer Support Representative

Zen Educate; Vancouver; Hybrid; CAD 48,000 - 58,000; Full time

Benefits offered by this job

18 days PTO + 8 days sick leave + US H

Quarterly social budget

Health insurance

US Federal holidays

Job summary

Zen Educate in Vancouver, BC is seeking a Customer Support Representative to join our hybrid team. You’ll deliver frontline support to schools and educators, resolving inquiries with calm, clear communication and ownership.

You’ll manage the support inbox, contribute to the knowledge base, and collaborate with our US-based teams to ensure a consistent, high-quality experience across our education platform. This full-time role offers a dynamic environment and opportunities for growth.

Qualifications

• Clear and empathetic communication with educators and schools.
• Ability to manage high-volume frontline support efficiently.
• Experience in education technology is a plus.

Responsibilities

• Interact with schools and educators via phone, email, and text to provide calm, efficient solutions.
• Manage the support inbox and internal channels to ensure timely responses.
• Contribute to knowledge base and develop self-serve resources.
• Coordinate with US teams to resolve complex issues and improve user experience.

Skills

Communication

Empathy

Ownership

Problem solving

Education

Education sector experience

Tools

Zendesk

Intercom

HubSpot

Google Suite

Job description

Job Title: Customer Support Representative

Location: Hybrid, Vancouver, BC (3 days in office/week)

Job Type: Full-time, 8:00-17:00 PCT & 9:00-18:00 DST

Salary: $53,000 CAD

Reports to: Customer Support Team Lead

About the Role

We’re looking for a Customer Support Representative who cares as much about education as we do. Our mission is to ensure that no classroom is left without a leader, and this role is at the heart of making that happen every single day.

When a school is short-staffed, or a teacher is facing a last‑minute hurdle during the morning rush, you are the person who steps in to help. This isn’t just about clearing a ticket queue; it’s about providing calm, expert guidance when it matters most. As we continue to scale, we need someone who thrives in a fast‑paced environment and takes pride in solving real‑world problems for our community. If you’re a high‑energy communicator who loves taking ownership and wants to see the direct impact of your work on schools and educators, you’ll fit right in.

About Zen Educate

Zen Educate is a technology company on a mission to change the world of education recruitment. Schools spend over $9bn a year on temporary educators, with over $2bn of that wasted on agency fees that take vital resources out of the classroom. By leveraging the latest technology, we’ve built a platform that helps schools pay less while educators earn more.

We believe every student deserves access to the best education possible. We wake up every day on a mission to care more about our schools, our educators, and the impact they have. Our Support team is the heartbeat of this mission. While our technology handles the matching, you are the human connection that ensures our schools and educators are supported, heard, and ready to succeed when it matters most.

This is your chance to join a high‑growth tech company where your work has a direct social impact. We recently raised our Series B funding of $37m, the largest round in European EdTech last year, and we are expanding rapidly across the UK and US markets. We are a collaborative team that invests heavily in learning and development; if you’re willing to dive in and help us scale, the career growth opportunities here are endless.

What You’ll Be Doing

Delivering Exceptional Support

• Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most.

• Manage the support inbox and internal channels with precision, ensuring every query is handled promptly and nothing falls through the cracks.

Driving Continuous Improvement

• Contribute to our growing Knowledge Base, turning common questions into self‑serve resources that empower our users and make our team more efficient.

• Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience.

Collaborating Globally

• Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community.

• Document and elevate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next.

What We’re Looking For

Your Mindset

• You are genuinely motivated by our mission to help schools and educators. You take personal pride in turning a user’s stressful morning into a success story.

• You have a can‑do attitude, with a bias for action, and you want to be part of a growing, motivated team.

• You're comfortable with ambiguity and enjoy the challenge of a fast‑moving, scaling environment where things change quickly.

• You’re the person who catches the small mistake before it becomes a big problem. You understand that in education, the details matter.

Your Skills

• You can explain complex things simply. Whether you’re on a call with a head teacher or emailing an educator, your tone is always professional, empathetic, and clear.

• You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus.

Helpful to have but not essential

• You have a background in Customer Service or Success (especially in a tech‑led environment).

• You have experience in the education sector.

• You’ve used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro.

Growth & Development

As we scale, this role will grow with the business. You’ll have real ownership, regular feedback, and opportunities to stretch into new areas.

Ownership & Visibility: You’ll have real ownership over the school and educator experience, and your feedback will directly influence how we improve our platform and processes.

Continuous Learning: We are passionate about development. You’ll receive regular, honest feedback and have access to learning resources to sharpen your communication, technical, and problem‑solving skills. Whether it’s mastering new support technology or becoming an expert in education policy, we invest in your professional toolkit.

Your Future Path: While we can’t predict exactly what the company will look like in two years, we can promise that new opportunities will constantly emerge as we scale. Successful members of our Support team often grow into:

• Specialist Roles: Moving into Support Operations or Knowledge Management.

• Leadership: Mentoring new hires and leading sub‑teams as the department expands.

• Cross-functional moves: Leveraging your deep product knowledge to transition into Customer Success or Operations.

We’re looking for someone who wants to do more than just "check tickets" We want someone who wants to grow with us.

Team & Culture

We are a collaborative, high‑energy group that lives by the mantra "We Care More." At Zen, support isn’t a silo; we work closely with our US colleagues and product teams to solve problems in real‑time.

We value transparency and curiosity. Decisions here are driven by data and frontline feedback. We don’t just operate within the system; we’re constantly trying to build a better one. You’ll be joining a team that celebrates wins together, supports one another during the busy morning rushes, and stays focused on the real‑world impact we have on classrooms every day.

Benefits

• 18 days of PTO + 8 days of paid sick leave + US Federal holidays + option to purchase up to 5 additional days per year

• Quarterly social budget

• Health insurance

Hiring Process

Intro Call (15–20 mins): A brief chat with our Talent team to discuss your background, the role, and what you’re looking for in your next move.

Role-Focused Interview (60 mins): A deeper dive into your experience, skills, and motivations. This session ends with a mock phone call, giving you a chance to show us how you’d handle a typical school or educator query in real‑time.

Values Conversation (30 mins): A final chat with the team focused on alignment with our mission and culture. It’s a great chance for you to ask us anything about life at Zen.