Support Operations Specialist

Full time | Remote within Canada | 37.5 hours per week

Support Operations Specialist
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.

What You Will Do

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.

Ticket Triage and Handoffs

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.

Incident Recognition and Escalation

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.

Team Contribution and Improvement

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.

What We Are Looking For

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…