Product & Customer Care Coordinator

As a Product Coordinator for our wholly-owned subsiduary, Verge Permaculture, you will be supporting our Education Team and Product Managers in planning, organizing and delivering online and in-person programs, courses, events and activities as well as carry out important operational duties. To be an excellent program coordinator, you must be organized and detail-oriented, comfortable working with diverse teams as well as being tech and digitally savvy as you will be working towards becoming an expert using and administering our custom Wordpress e-learning platform.
As a Customer Support Coordinator, you will also be responsible for supporting our students including resolving queries, technical issues, recommending solutions and guiding users through features and functionalities of our e-learning platform. To be successful in this role, you should be an excellent communicator. Ultimately, you will help establish our reputation as a company that offers excellent customer support.
Program Coordinator Responsibilities

• Become an expert in the use and configuration of our e-learning platform.
• Support Product Managers/ Specialists in the planning and coordination of programs, courses, events and their related activities.
• Schedule and organize meetings/events and maintain agendas, set up webinars.
• Complete and maintain a shared inventory of all instructional assets
• Assemble, configure, organize and publish e-learning materials (configuring lessons, surveys, quizzes, uploading / managing videos, timestamping, proofreading, etc)
• Manage and schedule communications with students via email broadcasts, respond to comments
• Ensure technology is used correctly for all operations (video conferencing, presentations etc.)
• Attend live online courses and complete on-demand online courses and and tests as part of student support and ongoing quality assurance

Customer Support Responsibilities

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Follow up with customers to ensure their technical issues are resolved
• Analyze and report bugs and malfunctions (for example, by testing different scenarios or impersonating users)
• Inform customers about new features and functionalities
• Update our internal databases and CRM with information about technical issues and useful discussions with customers
• Process manual payments, refunds and payment plans.
• Share feature requests and effective workarounds with team members
• Identify customer needs and help customers use specific features
• Gather customer feedback and share with our Product, Sales and Marketing teams
• Monitor customer complaints on social media and reach out to provide assistance

Requirements

• Detail-oriented and efficient
• Proven experience as product coordinator and/or customer support or relevant position
• Post-secondary accomplishment in Social Sciences, Natural Resources and/or Environmental Sciences.
• Outstanding verbal and written communication skills
• Diplomas, degrees, or certification in the following (or related) fields would be considered an asset:
• Excellent time-management and organizational skills
• Permaculture Design Certificate
• You must be a Canadian citizen, Canadian permanent resident, or an individuals in Canada with refugee or CUAET status.
• Ability to work with diversity and multi-disciplinary teams
• Successful completion of programs or courses in Information Technology, Digital Marketing, Applied Business Administration
• Tech savvy. Although training will be provide, existing proficiency in any of the following software is a huge bonus: (Wordpress, LearnDash, Keap/Infusionsoft, Memberium, Zoom, Vimeo, Dropbox, Canva, Gsuite, Asana, Slack)

Benefits

• Work from home with a portion of work hours fully flexible
• Up to 52 hours annually of development training
• Positive and fun team culture