Customer Experience Specialist

As part of your application, please include a cover letter responding to the following: “How do your background, skills, and experience make you a strong fit for this role? If relevant, highlight any experience you have in SaaS implementation, technical support, or education.” We review cover letters closely as part of our process. We’re looking for clear, thoughtful communication and an ability to explain your experience in a structured and concise way. We encourage you to write your cover letter in your own words. We’re interested in your thinking, your communication style, and how you express your experience. Clear, authentic responses are far more valuable to us than overly polished or generic ones. About Us At Showbie, we’re building tools that help teachers transform their classrooms through faster, more engaging, and more impactful feedback and assessment. Our apps, Showbie and Socrative, are used by millions of teachers and students in classrooms around the world. We’re proudly based in Edmonton, Canada, with a growing global team across Canada and Europe, including the United Kingdom and Norway. We’re a team that cares deeply about education and the role technology can play in improving it. Our values, lead with care, seek perspectives, and be driven by purpose, guide how we work and how we support each other every day. The Role Showbie is looking for a Customer Experience Specialist to join our Customer Experience team, supporting the successful implementation and ongoing experience of our larger customer accounts across both Showbie and Socrative. This role sits at the intersection of onboarding, support, and long-term customer success. You’ll guide schools through implementation, respond to technical questions and challenges, and provide ongoing, hands-on support to our strategic accounts. Your work will play a key role in helping educators and students get the most out of our products. You’ll primarily support customers in the EU market and work within the GMT time zone. We’re looking for someone with a strong foundation in customer service, ideally paired with experience in education, who brings a thoughtful, problem-solving approach to supporting a diverse user base. A passion for education and a commitment to delivering high-quality, personalized support are essential. What You’ll Do Respond to customer questions and technical requests through tools like Intercom, delivering timely, accurate, and helpful resolutions. Troubleshoot issues across iOS, Android, and web, identifying root causes and clearly communicating solutions to educators and administrators. Own onboarding for new and strategic accounts by guiding schools through setup, configuration, and launch. Manage onboarding workflows and timelines, keeping implementations on track and ensuring key milestones are met. Triage and prioritize incoming requests, escalating bugs and complex issues to internal teams when needed. Document issues, resolutions, and processes to improve team knowledge and consistency in support. Identify recurring challenges and share insights with Product and Engineering to improve the customer experience. Build and maintain relationships with key accounts, ensuring ongoing success and value from Showbie and Socrative. To Be Successful in the Role, You Will Be empathetic and customer-focused. You take the time to understand the needs of educators and meet them where they are. Be curious and proactive. You dig into problems, ask thoughtful questions, and continuously build your understanding. Communicate clearly and confidently. You explain technical concepts in a simple, approachable way. Stay organized and dependable. You manage multiple priorities without dropping details. Be adaptable. You’re comfortable with change and can adjust as products and processes evolve. Take ownership. You follow issues through to resolution and ensure customers feel supported. Be a strong teammate. You share knowledge, collaborate well, and contribute to a positive team environment. What We’re Looking For Experience supporting or implementing SaaS products, ideally in a customer-facing role. Strong technical troubleshooting skills across web, iOS, and Android environments. Experience using Excel or Google Sheets to support setup, configuration, or issue resolution. Excellent written and verbal communication skills, with the ability to work effectively with both customers and internal teams. Experience using chat-based support tools (we use Intercom). Strong attention to detail and a structured approach to problem-solving. Ability to work independently and manage priorities in a remote environment. Fluency in English. Additional languages are a bonus. A genuine interest in becoming an expert in Showbie and Socrative. Educated to A-Level or equivalent experience. Bonus Background or strong interest in education. Experience with tools such as Intercom, Salesforce, Jira, or Notion. Experience supporting or delivering paid implementation or professional services offerings. What You Can Expect From Us At Showbie, you can be yourself. We welcome and celebrate diverse perspectives and are committed to building an inclusive environment for all team members and candidates. We are a remote-first team. Whether you’re planning a move, traveling, or simply want flexibility in where you work, we aim to support your lifestyle. You’ll have the autonomy to make decisions and take ownership of your work. As part of a small, global team, your contributions will have a direct and meaningful impact. We support you in setting up a productive and comfortable remote work environment, wherever you are based. We value work-life balance. We work hard, but we also respect time away from work so you can recharge and come back energized. We offer flexibility around holidays, including a holiday swapping program so you can take time off that aligns with your personal or cultural priorities. Check out our Work at Showbie page to learn a little bit about our company culture and the benefits we offer to our team. We pride ourselves on a company culture that values the whole you. We like to have fun as much as we like to work. The Interview Process Here’s what you can expect if you move forward in our hiring process: Initial Phone Screen A short conversation to get to know you, your experience, and your interest in the role. Interview & Assessment A deeper discussion with members of the team, along with a practical exercise or take-home task to understand how you approach real-world scenarios. Values Conversation A discussion focused on how you work, collaborate, and align with Showbie’s values. Reference Check A final step before an offer, where we connect with your references. For certain roles, we may also include a background check as part of the process. Security & Candidate Safety We take the security of our candidates seriously. To help protect against recruitment fraud: All legitimate Showbie and Socrative job postings are listed on our official Careers Page. If you have any concerns about external communication or fraud, please reach out to [email protected] We will never contact you from a personal phone number or ask for sensitive information outside of our official hiring process. A Few Final Things to Know This role is remote, but candidates must be based in the United Kingdom to be considered. Verification of location and work eligibility will be required. We use AI tools in our day-to-day work, but every application is reviewed by a real person. Your application will always be thoughtfully considered by our team. Please ensure your application is complete before submitting. This includes responding to any screening questions and providing a cover letter, as incomplete applications will not be considered. The salary range for this role is £30,000–£35,000 per year, depending on experience and skillset.