Why Minga!

We're looking for someone who is an exceptional relationship builder, account manager and communicator. If this sounds like you, keep reading! If it's not quite your forte yet, master it and then consider applying in the future.

This role is full time, Monday - Friday; remote based out of the East Coast GTA

The expected start date for this role is May 2025

Your Responsibilities:

As a Senior Customer Support Representative, you are an experienced professional (3-5 years of experience) with strong expertise in customer support practices. You play a critical role in solving complex customer issues, mentoring junior team members, and contributing to process improvements. At this level, we expect you to:

Responsibilities:

• Handle escalated and complex customer issues, including technical troubleshooting, and resolve them promptly.
• Mentor and coach junior and intermediate team members, providing guidance and support to improve their skills.
• Identify trends in customer feedback and collaborate with the product and engineering teams to recommend product improvements.
• Maintain a high standard of customer service by consistently meeting or exceeding support KPIs (e.g., response time, resolution time, customer satisfaction).
• Participate in and contribute to the development of support processes and best practices.
• Act as a subject matter expert on Minga's product features and functionalities, assisting with training sessions and documentation.
• Lead or participate in special projects to improve support operations or enhance customer experience.
• Conduct quality assurance reviews on support cases to ensure consistency and adherence to service standards.

Your Qualifications:

This role requires 3+ years relevant technical customer support experience:

• Experience working in a SaaS environment
• Experience with 1:1 virtual support
• Working knowledge of zoom and managing multiple timezone
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

The Perks:

Embrace the perks of a remote work environment, along with comprehensive health, dental, and vision care. Enjoy your well-deserved vacation days, holidays, and sick leave. Seize opportunities for professional development and training on the job. Our team-building events, holiday parties, and social gatherings are the icing on the cake.

Join the Minga Movement!

Are you ready to embark on an exciting career journey with Minga? Apply now and become part of a team of professionals dedicated to creating positive change in K-12 education! If you aren't the ideal candidate, that's OK too! If you don't have the related experience we are looking for in some way but still think you'd be great, apply anyways and tell us why.