Customer Support Representative - Vancouver

Customer Support Representative

Location: Vancouver, BC (Hybrid - 3 days on site)

Job Type: Full-time, 8:00-17:00 PST Salary: $53,000

Reports to: Customer Support Team Lead

About the Role

We're looking for a Customer Support Representative who cares as much about education as we do. Our mission is to ensure that no classroom is left without a leader, and this role is at the heart of making that happen every single day. When a school is short-staffed or a teacher is facing a last-minute hurdle during the morning rush, you are the person who steps in to help. This isn't just about clearing a ticket queue; it's about providing calm, expert guidance when it matters most. As we continue to scale, we need someone who thrives in a fast-paced environment and takes pride in solving real-world problems for our community. If you're a high-energy communicator who loves taking ownership and wants to see the direct impact of your work on schools and educators, you'll fit right in.

About Zen Educate

Zen Educate is a technology company on a mission to change the world of education recruitment. Schools spend over $9bn a year on temporary educators, with over $2bn of that wasted on agency fees that take vital resources out of the classroom. By leveraging the latest technology, we've built a platform that helps schools pay less while educators earn more. We believe every student deserves access to the best education possible. We wake up every day on a mission to care more about our schools, our educators, and the impact they have. Our Support team is the heartbeat of this mission. While our technology handles the matching, you are the human connection that ensures our schools and educators are supported, heard, and ready to succeed when it matters most. This is your chance to join a high-growth tech company where your work has a direct social impact. We recently raised our Series B funding of $37m, the largest round in European EdTech last year, and we are expanding rapidly across the UK and US markets. We are a collaborative team that invests heavily in learning and development; if you're willing to dive in and help us scale, the career growth opportunities here are endless.

What You'll Be Doing

• Delivering Exceptional Support
• Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most.
• Manage the support inbox and internal channels with precision, ensuring every query is handled promptly, and nothing falls through the cracks.
• Driving Continuous Improvement
• Contribute to our growing Knowledge Base, turning common questions into self-serve resources that empower our users and make our team more efficient.
• Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience.
• Collaborating Globally
• Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community.
• Document and escalate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next.

What We're Looking For

Your Mindset

You are genuinely motivated by our mission to help schools and educators. You take personal pride in turning a user's stressful morning into a success story. You have a can-do attitude, with a bias for action, and you want to be part of a growing, motivated team. You're comfortable with ambiguity and enjoy the challenge of a fast-moving, scaling environment where things change quickly. You're the person who catches the small mistake before it becomes a big problem. You understand that in education, the details matter.

Your Skills

You can explain complex things simply. Whether you're on a call with a head teacher or emailing an educator, your tone is always professional, empathetic, and clear. You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus.

Helpful to have but not essential

You have a background in Customer Service or Success (especially in a tech-led environment). You have experience in the education sector. You've used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro.

Growth & Development

As we scale, this role will grow with the business. You'll have real ownership, regular feedback, and opportunities to stretch into new areas. Ownership & Visibility: You'll have real ownership over the school and educator experience, and your feedback will directly influence how we improve our platform and processes. Continuous Learning: We are passionate about development. You'll receive regular, honest feedback and have access to learning resources to sharpen your communication, technical, and problem-solving skills. Your Future Path: While we can't predict exactly what the company will look like in two years, we can promise that new opportunities will constantly emerge as we scale. Successful members of our Support team often grow into: Specialist Roles: Moving into Support Operations or Knowledge Management. Leadership: Mentoring new hires and leading sub-teams as the department expands. Cross-functional moves: Leveraging your deep product knowledge to transition into Customer Success or Operations.

Team & Culture

We are a collaborative, high-energy group that lives by the mantra "We Care More." At Zen, support isn't a silo; we work closely with our US colleagues and product teams to solve problems in real-time. We value transparency and curiosity. Decisions here are driven by data and frontline feedback. We don't just operate within the system; we're constantly trying to build a better one. You'll be joining a team that celebrates wins together, supports one another during the busy morning rushes, and stays focused on the real-world impact we have on classrooms every day.

Benefits

18 days of PTO + 8 days of paid sick leave + US Federal holidays + option to purchase up to 5 additional days per year

Quarterly social budget

Health insurance

Hiring Process

Intro Call (15 mins): A brief chat with our Talent team to discuss your background, the role, and what you're looking for in your next move.

Role-Focused Interview (60 mins): A deeper dive into your experience, skills, and motivations. This session ends with a mock phone call, giving you a chance to show us how you'd handle a typical school or educator query in real-time.

Values Conversation (30 mins): A final chat with the team focused on alignment with our mission and culture. It's a great chance for you to ask us anything about life at Zen.

Ready to Apply

We welcome applicants with diverse backgrounds, and different experiences and perspectives - just like the staff who teach through Zen and the children at the schools we work with. We believe in hiring the best people from the widest pool and creating an inclusive atmosphere with a culture where people's voices are heard, and all our team can look forward to coming to work. We value and respect all differences in all people (seen and unseen). We believe in an environment with equal access to career development opportunities and actively encourage applications from BAME candidates. If you require any reasonable adjustments during your interview process with us, please do let us know. Due to the high volume of applications, we regret that we are unable to provide individual feedback on initial submissions.