About Minga

At Minga, we're on a mission to revolutionize campus management for modern K-12 schools, creating an environment where students thrive, feel safe, and actively engage in their communities through our innovative platform. As a tight-knit and growing team based in the vibrant Innovation Center in downtown Kelowna, BC, we're seeking a dynamic individual to join us as we continue to expand.

The Role

We're looking for someone who is an exceptional troubleshooter, communicator, and subject matter expert. 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. We are a hybrid work environment with 3 days a week in the office (Monday, Tuesday, Thursday) with optional remote days (Wednesday, Friday). You will need to be located in the Kelowna area and be able to reliably commute into the office downtown Kelowna in the Innovation Center. While your standard work ours will be 9am to 5pm PST there will be times when our customer base requires us to be available in the Eastern Time Zone (6 - 9am).

The expected start date for this role is February 2025.

We are hiring 2 individuals for this role, one in person hybrid and one remote (EST).

The salary range for this position is $50,000 - $60,000

Your Responsibilities

• As a vital member of our Customer Experience team, you'll serve as the Customer Support Representative, responsible for the following:
• Respond promptly to customer inquiries and provide accurate information about Minga’s product and service
• Assist customers in troubleshooting technical issues
• Guide customers through product features and functionalities Including hosting live online training sessions
• Resolve customer complaints or concerns in a timely and professional manner, aiming for customer satisfaction
• Document customer interactions and resolutions accurately in Hubspot
• Collaborate with cross-functional teams such as product and sales to escalate and resolve complex issues
• Proactively identify patterns in customer inquiries or feedback and suggest improvements to product or support processes
• Stay up-to-date with product updates, new features, and industry trends to better assist customers
• Provide feedback to the product team based on customer interactions to improve usability and functionality
• Participate in ongoing training and professional development activities to enhance product knowledge and customer service skills
• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

Your Qualifications

• This role requires 1-2 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 flexible, hybrid work environment (three days in the office), 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 employees enjoy a more laid-back and enjoyable office environment (with snacks). 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.