About Us

At Showbie, we’re building tools to help teachers transform their classrooms by delivering faster, more engaging, and more impactful feedback and assessment to their students. Our apps, Showbie and Socrative, are used by millions of teachers and students in classrooms worldwide.

We are proudly based in Edmonton, Canada, but we have a growing global team located across Canada and Europe, primarily in the United Kingdom and Norway.

We are comprised of people who are passionate about empowering educators as they use technology to redefine and improve their classrooms. Our values of leading with care, seek perspectives, and being driven by purpose, guide our attitudes and actions each day.

The Role

Showbie is seeking a skilled Customer Implementation Specialist to join our Customer Experience team, focusing on the successful implementation and ongoing support of our larger customer accounts within both the Showbie and Socrative apps. In this role, you will support our mission to deliver seamless and effective solutions to educational institutions, primarily in the EU market, working within the GMT time zone.

The Customer Experience Implementation Specialist will play an essential part in three key areas: onboarding new customers, responding to support requests, and driving success for our strategic accounts through technical expertise and support. With a passion for education, we deliver exceptional service to the millions of educators and students who rely on our products daily. We are seeking an individual with a strong customer service background, ideally paired with educational experience, who can provide personalized support and technical solutions for a diverse user base.

Role Summary

As a critical member of the Customer Experience team, you will take ownership of key account implementations by managing onboarding workflows, answering complex support tickets, and addressing technical requests that elevate the customer experience. You will ensure smooth product setup, troubleshoot across multiple platforms (iOS, Android, and Web). You’ll also manage project timelines, ensuring that onboarding and technical challenges are resolved promptly, contributing to high satisfaction levels and strong customer retention.

This role requires someone with excellent problem-solving skills, technical troubleshooting capabilities, and an empathetic approach to customer interactions. You’ll handle customer support using tools like Intercom, manage project plans for new implementations, and proactively flag recurring issues for the broader team. You’ll be integral in building positive, lasting relationships with school administrators and educators, leveraging technology to make a meaningful impact on education.

This position begins immediately and is a full-time, 40-hour-per-week role with a compensation range of £13-£15/hour (converted to an annual salary).

Key Responsibilities

• Action technical customer requests for key accounts to ensure a great experience when using our software
• Provide personable and effective support to our customers, typically school administrators
• Follow company workflows to onboard customers into our applications
• Investigate, identify, and triage technical issues encountered by schools, administrators, teachers, students, and parents
  
• Manage project plans and onboarding timelines to ensure timely issue resolution
• Spot trends in user issues to flag for the wider team
  
• Attend weekly training & team meetings as required

You

• Experience in software implementation for SaaS products.
• Experience in Excel/Google Sheets to facilitate product setup, customization and technical troubleshooting.
  
• Excellent writing and verbal communication skills working with internal team members and external customers.
  
• Strong problem-solving mindset to diagnose and resolve technical challenges customers face during implementation.
• Experience using a chat-based customer support tool (we use Intercom).
• Experience in a customer-facing role, ideally remotely.
• Strong attention to detail to resolve customer requests quickly and efficiently.
• Expertise in troubleshooting technical issues (iOS, Android, Web).
  
• Fluent in English (any other languages is a bonus!)
• Proven ability to work autonomously.
  
• Empathy for our end users.
• A desire to become an expert on our products, Showbie & Socrative.
• Educated to A-Level or above (or equivalent).

Bonus

• Passion for and/or background in Education
• Experience with any or all of the following tools: Intercom, Salesforce, Jira, Notion, Lattice
• Experience with implementing sales strategies on the Customer Experience side such as paid Professional Services (implementation tiering).

What You Can Expect From Us

• At Showbie be 100% yourself. We like it that way. We welcome all team members (and candidates) and celebrate your diverse voice. Regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious belief, or status, we want to meet you!
• Remote-first forever; considering a big life change? Want to try working from another country? We will work with you to allow you to work from wherever.
• The autonomy to make decisions and execute them. We’re growing, but we’re a small team. Everything you do makes a difference and your input will always be celebrated.
• Transparency. You will always be kept up to date on the company strategy through monthly town halls.
• While our head office is based in Edmonton, Alberta, Canada, we'll help to ensure you are set up for success in your remote work environment.
• We offer a flexible work environment. Work from the office, or from home, or any combination of the two. Because sometimes you do your best work in your slippers.
• We value work-life balance. When we're at work we're excited and focused on building a great product. We also know that going “home” (or simply closing your laptop) and not working weekends or Christmas makes us even more excited to come to work and do great things.
  
• While we take government holidays off, if they aren't ones that align with your personal or cultural beliefs, we have a swapping program that ensures you get the days that work best for you.
• Casual afternoon socials, monthly team events, hackathons, awesome Holiday parties, and a team that actually likes to hang out with one another.
  
• Generous flex time and time off during December Holidays.
  

Check out our Work at Showbie page to learn a little bit about our company culture and the benefits we offer to our team. We pride ourselves on a company culture that values the whole you. We like to have fun as much as we like to work.

This role is based in: UK with the option to work 100% remotely.

The proposed salary range for this role is: £13-£15 GBP/hr

Don't meet all the expectations, or experience requirements listed here? Please apply anyways! We are committed to working with applicants requesting accommodation at any stage of the hiring process, please just let us know.