In-Office Customer Support Associate — Onboarding & Training

Orah; Toronto; On-site; CAD 42,000 - 64,000; Full time

Job summary

Orah is seeking a Customer Support Associate to support schools across the US and Canada from its Toronto office. You will handle the help desk, answer customer questions, and contribute to knowledge base articles while learning the product.

The role emphasizes onboarding during peak periods, with a path toward independent onboarding work by the 2027–2028 school year. You’ll collaborate with the Head of Customer Success and Support Lead to deliver exceptional service.

Qualifications

• Clear written and verbal communication.
• Ability to learn quickly and help customers.
• Willingness to be in-office and learn from the team.

Responsibilities

• Own the help-desk support queue from first response through resolution.
• Respond to customer questions clearly and efficiently.
• Investigate issues related to account setup, permissions, imports, integrations and product usage.
• Escalate issues to engineering with clear steps to reproduce and context.
• Write and improve help centre articles based on recurring questions.
• Take onboarding work during peak periods and configure new customer accounts.

Skills

Clear communication

Problem solving

Written communication

Education

Recent graduate

Experience in schools or education

Tools

Intercom

HubSpot

Salesforce

Notion

Job description

Orah is seeking a Customer Support Associate to support schools across the US and Canada from its Toronto office. You will handle the help desk, answer customer questions, and contribute to knowledge base articles while learning the product.

The role emphasizes onboarding during peak periods, with a path toward independent onboarding work by the 2027–2028 school year. You’ll collaborate with the Head of Customer Success and Support Lead to deliver exceptional service.