Support Operations Specialist

Full time | Remote within Canada | 37.5 hours per week

Location Remote within Canada

Compensation $50,000 CAD per year

Mac Book, health and dental coverage, Group RRSP plan, 2 weeks vacation plus Christmas-to-New-Year's office closure and sick leave

Stemble is looking for a thoughtful, dependable Support Operations Specialist to provide weekday support for students, instructors and teaching teams using our platform.

This is a hands-on role. Most of the work involves responding to and organizing support tickets, solving established first-line issues, keeping people informed and making clear handoffs when another team needs to take over.

• Manage Stemble’s Hub Spot support queue during weekday business hours, including first response, follow-up and closure.
• Provide clear and patient support to students, instructors and teaching teams, including people who may be confused, frustrated or working against a deadline.
• Resolve established first-line issues such as invitations, password resets, account access, navigation and common platform questions by following approved procedures.
• Set realistic expectations, keep the requester informed and follow through until the issue is resolved or deliberately handed off.
• Handle student and instructor data with the utmost care, using only the information needed to investigate a request.
• Help maintain calm and consistent support during busy periods such as course launches and major assessment deadlines.

• Review each new request and route to the appropriate business pipeline or teammate if outside your scope.
• Write concise ticket notes that explain the issue, work already completed and the next action required.
• Retain ownership of the next step until the receiving teammate or team accepts the handoff.

• Recognize repeated reports, unusual ticket volume, critical platform failures and credible course-wide concerns that may indicate a broader problem.
• Escalate outages, privacy or security concerns and other urgent issues immediately by following Stemble’s incident response runbooks.
• Give Instructional Design, Simulation Development, Development or Operations a concise summary of the impact, timing, examples and troubleshooting already completed.
• Share approved updates with affected users while the issue is being investigated.

• Notice recurring questions and customer frustrations, then share them with the teammate or team best placed to act.
• Help improve a standard response, checklist or short support resource when there is a clear recurring need.
• Learn new platform features and participate in cross-functional projects and Stemble Learns sessions.
• As part of a small team, take on other reasonable projects and responsibilities as needed to support Stemble’s customers and evolving priorities.

• Some experience helping customers, students or colleagues solve problems through work, school or volunteer activities. Software or higher-education experience is helpful but not required.
• Clear, empathetic written and verbal communication.
• A structured approach to troubleshooting by gathering facts, testing straightforward possibilities and separating symptoms from assumptions.
• Good judgment about urgency, customer impact, privacy and when to involve another team.
• Strong attention to detail and dependable follow-through from first response through resolution or handoff.
• Comfort learning tools such as Hub Spot, Slack and Stemble’s platform.
• The ability to work independently in a remote environment while communicating actively with a small team.
• An interest in education and respect for student privacy, academic integrity, instructors and…