Customer Support Representative - (Contract)

Prodigy Education, a global leader in game-based learning, is on a mission to make every student in the world love learning. We believe learning should be as fun as playing a video game. This is central to our educational philosophy, because when you love what you do, you do it better. Visit www.prodigygame.com to learn more.

With Prodigy, kids practice standards-aligned skills in Math and English as they play our fun, adaptive learning games. All with teacher and parent tools to support their learning in class and at home.

As a Customer Support Representative, you’ll play a key role in supporting Prodigy’s mission to make every student love learning. Acting as the frontline voice of Prodigy, you’ll work directly with customers across ticket, phone, and chat channels to resolve inquiries related to account management, memberships, product issues, and technical support. This role is essential to Prodigy’s success, ensuring our customers have seamless, supportive experiences that deepen their connection to our products and allow them to focus on helping students grow.

Note: This is an 18 month contract opportunity.

Your Impact

• Be the first point of contact for Prodigy customers, delivering fast and accurate solutions to both technical and non-technical inquiries across email, phone, and live chat channels using Zendesk.
• Build and leverage up-to-date knowledge about Prodigy products, platforms and communications, including new releases and updates, to effectively support our customers. 
• Support continuous product improvement by listening actively to customer feedback and sharing relevant insights and patterns across the team. 
• Achieve and contribute to team performance goals across core metrics, including Average Handle Time (AHT), Customer Satisfaction (CSAT), Quality Scores, First Contact Resolution (FCR), Response Time, and other KPIs 
• Ensure timely and accurate resolutions for all customers by following internal processes to escalate complex or critical inquiries to senior team members when necessary

About You

• You bring 2+ years of experience in a high-volume customer support environment, ideally in SaaS support, telecommunications, technical support or e-commerce, where you’ve consistently met or exceeded performance goals.
• You have experience managing upwards of 40 customer interactions daily while maintaining high customer satisfaction and service quality.
• You have experience with KPIs and you understand the importance of metrics in customer support. You strive to achieve key performance targets to drive adherence to team SLAs and ensure high-quality service.
• You are a skilled communicator. Your written and verbal communication skills are clear, concise, and tailored to the customer’s needs, fostering trust and confidence.
• You are a problem solver. You enjoy tackling challenges, identifying effective solutions, and you take pride in exceeding customer expectations. 
• You are adaptable and collaborative. You thrive in a team setting, are open to feedback, and are dedicated to improving processes that enhance team efficiency and customer satisfaction.

Working at Prodigy

• Be part of a mission-driven organization dedicated to helping every student in the world love learning! At Prodigy Education, your work positively impacts the lives of millions of students and teachers worldwide.
• Join a company which empowers a Growth Mindset among its team members, so you grow as we do. You’ll also work on award-winning products which harness the magic of math and power of language for students in grades 1st-8th.
• We understand that a thriving team is at the core of our success. So, on top of an inspirational mission and rewarding work, our Total Rewards Program reflects our commitment to your financial, physical, and mental well-being.
• It’s not just about the work though; it's about the culture. As the Toronto Star reports in a recent feature on Prodigy: "Prodigy’s secret sauce is that it sees its corporate culture as something that is built slowly from the ground up and is always evolving.” Check it out here.
• #LI-Hybrid

Prodigy Math is used by almost one million teachers a year, and was named the most popular supplemental education platform in classrooms in the United States! Our products have also won numerous consumer awards, including the Mom’s Choice Award, Parent and Teacher Choice Awards, and National Parenting Product Award.

Come as you are. We believe the power of our collective potential will transform education. We are building towards a diverse, inclusive, and equitable workplace to empower and create access and opportunity for all. We welcome applications from people from all underrepresented groups, including (but not limited to) people of any gender, age, or religion, members of the LGBTQIA2+ community, BIPOC and other underrepresented races and nationalities, people with disabilities, veterans, and anyone who may contribute to the further diversification of Prodigy Education. If you feel like you don’t have all the qualifications for this position and are willing to use your initiative to learn the rest, we’d still love for you to apply!

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Prodigy Education will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify us at [email protected], and we will work with you to meet your needs.