Customer Support Lead

Customer Support Lead – Full-time, Remote An ideal position for someone looking for a long-term role located in Canada! A Day in The Life: BeMo has an immediate need for an experienced support professional to join our team! This role focuses on supporting current students, managing inquiries, resolving concerns, conducting orientations, and ensuring students receive timely, exceptional service. What you will do: Provide exceptional support to current students through email, phone, live chat, and video conference, ensuring inquiries are handled professionally, accurately, and in a timely manner. Conduct onboarding/orientation meetings with new students via video conference to welcome them to their BeMo programs, explain key processes, answer questions, and help set them up for success. Educate prospective students about BeMo’s products and services through email, phone, and live chat, and support the student acquisition process as needed. Effectively manage and prioritize daily student support inquiries, including inbox management, escalation tracking, and ensuring students receive timely responses. Enhance student satisfaction by helping resolve program-related concerns, complaints, or service issues, while providing personalized support and escalating matters appropriately when needed. Create, update, and maintain accurate student records, support notes, and records related to student acquisition and student support activities. Contribute to the development and implementation of strategies to improve student support processes, student satisfaction, and student acquisition. Provide administrative and technical support to consultants and internal team members by helping troubleshoot issues with BeMo’s online systems, platforms, and student-facing tools. Store, organize, and analyze simple data using Excel, Google Sheets, or other spreadsheet tools to support Student Support operations and reporting. Handle highly confidential student documents, records, and internal information with extreme care and professionalism. Support the Student Support Manager by helping oversee, coach, and guide Student Support Specialists and Assistants as needed, including during high-volume periods or in the manager’s absence. Identify recurring student concerns, operational issues, or process gaps and bring forward recommendations for improvement. Complete any other tasks and duties as agreed upon between the Employer and Employee. We'd love to hear from you if you... Have at least 5 years of experience in customer service, client support, student support, customer success, or a related role. Have experience handling complex customer/client inquiries, escalations, complaints, or sensitive service issues with professionalism and sound judgment. Are highly organized and able to effectively manage competing priorities, high-volume inboxes, and time-sensitive support requests. Are proficient with technology and have a strong ability to learn new tools, systems, and platforms quickly. Are well-versed in online research and able to find accurate information efficiently. Are a self-directed learner with the ability to systematically experiment, identify process gaps, and recommend improvements to customer support procedures. Are proficient with Microsoft Excel, PowerPoint, and/or Google Workspace, and are comfortable learning new software to improve efficiency, reporting, and record keeping. Have strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically. Have experience coaching, guiding, or supporting junior team members, or are ready to take on informal leadership responsibilities. Bonus: Bilingualism (English and French) is considered an asset. Have availability to work an evening and weekend schedule. What we Offer: Freedom to work in the comfort of your own home! You never have to go to the "office". Competitive Compensation. Comprehensive health, dental, and disability insurance benefits for full-time team members and their spouses without coverage. Generous self-directed vacation policy for full-time team members. $1,000 yearly professional development fund for full-time team members. Bi-annual team dinners and fun events. Opportunity for growth, independent project development, and career advancement. Make a huge difference in the lives of aspiring future professionals and contribute to our outstanding success rate. We are proudly listed on The Career Directory as one of the top employers. Why BeMo? At BeMo, our mission is rooted in the belief that education is a universal right, not a privilege. We are driven by the vision of empowering individuals, regardless of background, to choose their desired professions based on intrinsic motivation. With a track record of assisting tens of thousands of students worldwide, we've transformed the admissions landscape for diverse candidates, from first-timers to re-applicants, and those with varying academic profiles. At BeMo, success is not confined by conventional metrics; it's about personalized guidance that consistently saves applicants time, money, and energy. We're committed to inclusivity and understand that financial barriers can be real obstacles. That's why we offer plenty of free resources to support individuals who may face financial constraints, helping them overcome these challenges and successfully secure a spot in their desired program. Watch Our CEO's TEDx Talk to Find Out Why We Created BeMo: https://youtu.be/BjC7cM8a5zU Our Hiring Process: Our hiring process includes multiple steps. You will progress to each step if we believe there's a good match for both parties. The process includes a review of your application, a skills assessment test, a virtual OR phone interview, a face-to-face interview with select members of our team via video conference and lastly, reference calls. How to Apply: Simple. Click "Apply" and fill out the short application form. We won’t be able to individually respond to all applicants, but if we feel that you’re a strong match, we will be in touch via email to proceed with your application. Thanks, and we look forward to hearing from you! -- BeMo is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter. BeMo is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.