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Customer Success Specialist
FreelanceJobs
- Canada
- Canada
Über
Location: Remote
Working Hours: New Zealand Business Hours
Employment Type: Full-time / Contract (flexible for the right candidate)
About the Role
We are a fast-growing Student Management Software (SaaS) platform supporting education providers with enrolments, attendance, bookings, rostering, timesheets, invoicing, payments, and much more.
We are looking for a Customer Success Superstar who can wear multiple hats, thrives in a dynamic environment, and is passionate about delivering exceptional customer experiences. This role combines customer support, onboarding, training, documentation, and product collaboration.
Fluent English communication is essential, and candidates will be required to share a short video profile explaining their experience in SaaS support and client onboarding.
Key Responsibilities
You will help our customers succeed by supporting them across the entire lifecycle—from onboarding to ongoing usage and product improvement.
Customer Support & Success
Provide high-quality email and phone support
Resolve customer issues efficiently and empathetically
Act as a trusted point of contact for schools and education providers
Client Onboarding & Training
Lead new client onboarding, setup, and configuration
Conduct ongoing training sessions and live webinars
Ensure customers fully understand and adopt platform features
Documentation & Content Creation
Create and maintain Help Guides, FAQs, and knowledge-base articles
Produce software demo videos and how‑to tutorials
Continuously improve self-service resources for customers
Testing & Product Collaboration
Assist with functional testing and quality assurance
Help set up automated testing processes going forward
Gather customer feedback and assist with functional requirements for future development
Experience with Canva (graphics, guides, marketing assets), WordPress and familiarity with marketing tools (email marketing, CRM, automation tools) would be a bonus
* A proactive, self‑driven professional who can work independently
* Someone who enjoys helping customers and improving systems
* A team player who can collaborate with product and development teams
* A detail-oriented thinker who can balance support, training, and testing tasks
### How to Apply
Please submit:
1. Your CV / Resume
2. A short video (2–3 minutes) introducing yourself and describing
* Your experience providing SaaS support
* Your experience with client onboarding and training
* Why you'd be a great fit for this role
Contract duration of more than 6 months. with 40 hours per week.
Mandatory skills: Customer Support, Customer Service, Email Support, Online Chat Support, Phone Support, Email Communication, Customer Satisfaction, Customer Acquisition, Client Management, English
Sprachkenntnisse
- English
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