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Role Description This part-time remote Customer Support Specialist role focuses on providing responsive, empathetic support to individuals and organizations engaging with Trapline Legacy’s services. Day-to-day responsibilities include answering inquiries via email, phone, and online platforms, guiding users through resources and training materials, and resolving basic technical issues related to access or usage. The specialist will track and document support requests, identify recurring issues, and share insights with the wider team to improve services and user experience. The role also involves maintaining accurate records, following established support procedures, and ensuring that all interactions align with the organization’s safeguarding standards and values. Collaboration with training and operations teams is expected to help refine processes and promote consistent, high-quality support.
Qualifications
* Strong customer support skills, including experience handling inquiries, resolving issues, and maintaining customer satisfaction.
* Excellent interpersonal skills, with the ability to communicate clearly, listen actively, and respond with empathy and professionalism.
* Technical support capabilities, including comfort with web-based platforms, basic troubleshooting, and guiding users through digital resources.
* Analytical skills to interpret support trends, identify recurring problems, and suggest improvements to processes and user experience.
* Solid written and verbal communication skills in English, with attention to detail and accurate documentation of interactions.
* Ability to work independently in a remote environment, manage time effectively, and prioritize multiple tasks.
* Awareness of safeguarding principles and a commitment to working respectfully with children, young people, and vulnerable communities.
* Previous experience in non-profit, education, youth work, or social impact settings is beneficial; relevant training or certifications are an advantage.