Bilingual Customer Service Representative

Join us on our mission to empower every student in their learning journey from Kindergarten to post-secondary transition by providing first-rate products!

About MyBlueprint

myBlueprint is a leading developer of K-12 EdTech tools used by over 1 million students across Canada. We create best-in-class digital portfolios and career/life planning tools to support student success and documentation of learning. Learn more about us at www.myBlueprint.ca.

Aside from launch day over 15 years ago, this is probably the most exciting time to be joining our team! We're proud of what we’ve built in Canada where myBlueprint is currently used in almost every school district across the country.

We’re now looking to replicate that success (and beyond) with our new product, SpacesEDU!

SpacesEDU is a digital assessment tool showcases student growth and learning in and out of the classroom. You can learn more about SpacesEDU at www.SpacesEDU.com.

Come grow your career with us!

About The Opportunity

The Customer Service Representative will play a key role in troubleshooting incoming inquiries from educators, administrators, parents, and students in their implementation and use of SpacesEDU. The ideal candidate has a customer-first mindset and aims to delivery high-quality service in every customer interaction. This person will drive customer satisfaction by fielding inquiries, addressing pain points and maintaining extensive product knowledge. You excel at solving technical issues and providing timely solutions, and you’re dedicated to supporting educators with implementing technology in and outside the classroom. You have a passion for education technology, experience in technical support, and an ability to quickly build rapport with clients. If supporting educators with the use of education technology tools to facilitate their teaching practices and learning goals excites you, then this role could be a perfect opportunity for you!

What you will do:

• Manage inbound customer communications - Answer incoming emails and messages to address customer questions, requests, and issues
• Consult on customer success - Advise customers on how to successfully leverage the product/service based on their unique needs
• Maintain working product knowledge - Act as a product expert to ensure information given to customers is accurate, up-to-date, and strategic
• Track interactions in CRM - Record customers interactions in internal system for cross-functional awareness and relationship development

What an ideal candidate will have:

• Candidates must be located in Canada. Our Support Team assists partners across Canada and as such the department is staffed from 8:00 am - 7:00 pm EST with 8-hour shifts falling within these hours
• Excellent written and verbal communication skills
• Education or professional experience equivalent to a Bachelors’ Degree in a relevant discipline
• Passion for delighting customers with above and beyond service
• Ability to address complaints and issues with effective solutions and a positive attitude
• Candidates must demonstrate fluency in written and spoken French. While preference may be given to candidates with Canadian French, all candidates with the appropriate level of fluency will be considered
• 1-2 years of experience providing exceptional customer support, with a preference for experience supporting SaaS/computer software products
• Experience using Google Workspace products and a CRM (i.e., Salesforce)
• A strong interest in education technology
• Excellent time-management and prioritization skills

Our Team

Our team is full of talented and purpose-driven people who are dedicated to making an impact in the education technology industry. We are incredibly proud of the work we do and we care a lot about the students and educator partners that we work with. The core values we live by are: we take ownership, we make each other better, we invest in constant improvement, we embrace the adventure, we prioritize communication, and we want to be here!

Benefits & Perks

• Growth opportunities
• Flexible vacation days plus paid time off between Christmas to New Year, with additional vacation days earned annually
• Employee-led committees (Wellness, Events, Giving Back)
• Quarterly Wellness days throughout the year to rest, relax, and take care of your mental health and well-being
• Monthly team events (virtual for now!)
• Personal learning and development fund of up to $1,000 per year
• Competitive base salary and bonus
• Comprehensive health and dental coverage
• Flexible working arrangements

Remote Work

While physical office space is available (Downtown Toronto), all employees have the freedom and flexibility to get their work done from wherever they are in Canada. We will work with you to ensure you receive the required equipment needed to work comfortably and productively from home - you will just need a stable internet connection.

We also host regular in-office days for connecting and collaborating with colleagues. We strongly encourage our local team members who enjoy working in-office to come in as much as they would like!

Our Hiring Process

Every new hire will have a huge impact on our organization, so we take both the hiring process and the candidate experience seriously - we know that an interview goes both ways! We will keep an open line of communication throughout the process and ensure there is time at the end of all interviews for candidates to ask any questions.

Our hiring process will generally follow this format:

• A virtual interview with the Hiring Manager to go over your background, the position, and the organization in more detail; we’ll dive deeper into the job-specific and technical components of the role, as well as behavioural aspects. There will also be a French speaking component with the Localization Manager.
• An introductory phone interview with our People team to discuss the opportunity in more detail; we’ll learn more about you and you’ll learn more about us!
• We extend an offer and you join our team! Offers will be contingent upon successful reference checks and background checks.
• A short take-home project for you to complete on your own time; this will give you a better understanding of the work we do as it will be reflective of the role you’re applying for.

Please note that all interviews are being conducted virtually at this time via Zoom.

At myBlueprint, we are committed to building and fostering a workplace where our employees feel included, valued, and heard. We aim to have a barrier-free recruitment and selection process and will work with applicants requesting accommodation at any stage. We embrace the diverse perspectives and experiences from all backgrounds and encourage interested candidates to apply, regardless of race, gender, age, sexual orientation, marital status, citizenship, disability, national origin, or any other protected status. If your experience does not 100% match the job description, or if you are unsure about whether or not you qualify, we still encourage you to apply - there are many pathways to a successful career, and we would like to hear about yours!

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