Customer Support Associate

ABOUT THE ROLE We're seeking a Customer Support Associate to join our team at Habitat Learn, the company behind Messenger Pigeon, a popular app used by students and learners worldwide. As a Customer Support Associate, you will be a frontline contact, providing live, real-time support across phone, live chat, and email to help users navigate our products. WHAT YOU'LL DO As a Customer Support Associate, you will be responsible for: - Providing primary support for Messenger Pigeon and other products as needed - Responding to user inquiries in a timely, friendly, and professional manner across phone, live chat, and email - Problem-solving, troubleshooting issues, answering questions, and guiding customers to solutions with patience and clarity - Escalating complex or unresolved issues to the appropriate team when needed - Documenting user interactions and feedback to help us continuously improve our products and support experience - Helping plan and facilitate workshops for our users, sharing tips and best practices for getting the most out of our products - Contributing to a team culture that values empathy, care, and genuine human connection over speed metrics alone WHAT YOU'LL NEED To be successful in this role, you will need: - The ability to remain composed, compassionate, and focused on finding solutions, even when interacting with a frustrated user - Strong written and verbal communication skills - Experience working with people with disabilities in an academic environment or willingness to learn - Comfort working across multiple channels (phone, chat, and email) throughout the day - Knowledge of accessibility legislation (i.e. AODA) or willingness to learn - Fluency in English required; bilingual fluency (English/French) is a strong asset - Based in Ontario, Canada preferred; candidates elsewhere in the province are welcome to apply - Eligibility to work in Canada and be located in the country - Comfortable working on Apple devices, all company-issued equipment runs on macOS and iOS - Experience with Intercom is an asset - Familiarity/fluency with Windows, MacOS, iOS, Android, ChromeOS, and other operating systems WHY REMOTE We're a company that believes support should feel human. You won't be measured purely on call times or ticket volume - you'll be trusted and supported to take the time each customer actually needs. If you care about people and want to work somewhere that backs that up with real investment in its support team, we'd love to hear from you. BENEFITS - Pay will range between CAD$23 and CAD$26 per hour - This role is not salaried as chosen candidates will be sub-contracted - We welcome applications from all qualified candidates, including people with disabilities - Accommodations are available upon request throughout the recruitment process