Circuit Stream is a leader in future technology training and learning content. Our mission is to help expand the future technology creator space. We do this by building world-class educational services that focus on making it easier for people and organizations around the world to learn the skills needed to leverage technology.

We are seeking a passionate Customer Experience Specialist to join our team at Circuit Stream. This role plays an important role in delivering an exceptional experience throughout the student journey. Your focus will be on ensuring operational excellence and service efficiency at every touchpoint, enabling students to succeed in their educational pursuits. You will be responsible for supporting the end-to-end needs of the students, handling student support tickets, and ensuring that students have access to the tools and resources they need to succeed, both for adult programs and seasonal youth camps.
In this role, you will work closely with the Education team and other cross-functional teams to identify trends and opportunities to enhance the student experience, and recommend and implement initiatives to drive student retention as they progress through the course.
**Note:**this role will be based fully in-office 5 days per week.
Key Responsibilities

• Monitor and improve systems and processes, including the LMS and Hubspot email workflows, to ensure efficient and effective delivery of student programs, including: onboarding, offboarding, student/parent communication, and support inquiries.

• Manage student and parent email communication by providing timely responses and create communication workflows for upcoming intakes to deliver essential course information and support student readiness.

• Maintain an active presence in Circuit Stream’s community on Discord, by engaging with community members, fostering dialogue, and organizing community initiatives.

• Proactively identify potential issues in the student journey, from onboarding to course completion, and develop strategies to enhance the student experience and student engagement.

• Implement solutions based on analysis of student feedback, data and other insights that can improve student success and engagement.

• Coordinate student withdrawal and deferral requests, and develop retention initiatives to reduce withdrawals from our programs.

• Support initiatives that contribute to key results for student experience including student/alumni engagement and course completion.

• Train and supervise summer staff for our Pre-University programs for teens across multiple campuses in Canada and U.S. from June to August annually.

Role Requirements

• Degree in a relevant "customer-facing" program (e.g. Human Resources, International Relations, Business Administration, Marketing, Education, etc.)

• Strong interpersonal and communication skills, with the ability to interact effectively with adult students from diverse backgrounds as well as parents of teen students

• Demonstrated ability to understand and leverage data to identify trends, assess processes, and make informed decisions that drive continual improvement and efficiency

• Experience in customer experience, program management or operations roles

• Must possess a strong orientation towards systems and processes

• Experience with Hubspot (or similar CRM) is desirable and experience with an LMS system is also desirable.

• 3+ years of experience in customer experience, student support, and demonstrated success in problem solving and managing response times and ticket outcomes.

Core Competencies

• Communicating Effectively: demonstrate excellent verbal and written communication skills

• Customer Focus: dedication to meeting the expectations and requirements of our students

• Data Analysis: utilizing analytical skills to assess data, identify trends, and make recommendations

• Innovation and Adaptability: demonstrate creativity and open-mindedness in finding new ways to improve customer experience.

• Managing Conflict: solve student issues proactively and settle disputes equitably

• Priority Setting: spend time on what’s important, eliminate roadblocks to achieve goals

• Process Management and Optimization: understand the end-to-end customer journey and identify opportunities for process and workflow improvements

What's In It For You

• Integral member of a fast-growing team and company

• Seasonal supervision of interns/summer students

• Compensation in line with skills and experience with opportunities for growth

• The opportunity to work in a dynamic, fast-paced Education team

• Catered team lunches every Friday

• Access to private gym at the office

• Team-building activities and annual off-sites

• Access to training & development fund for courses or workshops.

OUR VALUES (Part of everything we do!)

• Curiosity: We believe in asking questions, listening to new ideas, and gathering feedback from our teammates and community, as their voices form the foundation of our work.
• Courage: To achieve great things requires accepting the risk of getting things wrong. We embrace this attitude and believe it’s a mindset necessary to succeed and innovate.
• Ownership: We believe that how you do anything is how you do everything. We hold ourselves accountable to the highest standards and ensure our team and community can rely on us to deliver our absolute best at all times.
• Bias for Action: We move quickly and take action. We put our work out there early and often, knowing that we will iterate and improve over time. We value speed and keeping pace with innovation.
• Objective: When making decisions, we lead with data before opinions. Data creates transparency and alignment towards work with the largest impact.
• Open: We believe that fostering an open mindset where new ideas and perspectives from all backgrounds can be shared and exchanged is vital to realizing the enormous potential of ourselves and our collective ambition.
• Learner First: We stay grounded to the student's needs. When faced with a challenge, we start with the student and work backwards.

What makes us different makes us stronger. We want our company to be a great place to work for everyone; where people feel safe, included, inspired, trusted, and supported so they can be, and bring, their best. We’re committed to creating a respectful and inclusive workplace where unique perspectives, experiences, backgrounds, cultures, and attributes are valued and utilized to help achieve better results. As an organization with operations across different geographies, we celebrate the fact that our workforce is made up of people with diverse demographics. We are committed to ensuring our workplace is fair, equitable and free of discrimination and harassment.
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