Full time | Remote within Canada | 37.5 hours per week

Support Operations Specialist

Location Remote within Canada

Compensation $50,000 CAD per year

MacBook, health and dental coverage, Group RRSP plan, 2 weeks vacation plus Christmas-to-Current-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 HubSpot 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 explicit 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 HubSpot, 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 learners.
- No specific degree is required. French language skills and familiarity with university STEM courses are assets.
- A willingness to learn, ask questions and take on greater independence over time.

Why Join Stemble

- Play a visible role in the experience of thousands of students and instructors across North America.
- Help build an internal support function where good judgment, care and follow-through matter more than simply closing tickets quickly.
- Work alongside kind, curious teammates who care deeply about education, privacy, trust and one another.

📌 Support Operations Specialist (Canada)
🏢 Stemble Learning
📍 Canada