Customer Support Representative, Prodigy
Contract
Game based learning platform for kids
Job no longer available
Game based learning platform for kids
201-500 employees
Job no longer available
201-500 employees
Company mission
To help every student in the world love learning.
Role
Who you are
- You bring 3-4+ 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 understand the importance of metrics in customer support and 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
What the job involves
- This is an 18 month contract opportunity
- 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
- 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
Application process
- Show us your personality and provide in-depth answers to our application questions
- Demonstrate your attention to detail and provide a cover letter indicating why you are interested in pursuing this role, addressed to “Orange Ed”
Our take
Since starting as an undergraduate project in 2011 by founders Alexander Peters and Rohan Mahinker, Prodigy’s e-learning game has built up a millions strong network of users, who can also make use of one-to-one tutoring via the platform.
Since launching, it’s been exclusively focused on Mathematics learning, offering a sandbox game that allows students to build and explore their own online world while learning curriculum-aligned skills. However in 2022, Prodigy moved into English Learning Arts (ELA) through its new game, which executes a similar approach to its Math counterpart.
Prodigy has always been completely free of charge for students and schools. It makes its money by selling ‘freemium’ memberships to parents and guardians, who can opt into packages in return for progress reports, as well as bonus game elements and merchandise.
This soft-sell approach hasn’t deterred investors, however, with the company raising one of the largest EdTech Series B rounds ever. This funding fuelled the ELA game rollout, as well as expansion into the UK, India, and Australia. In 2023, Prodigy led thought leadership panels on gaming in education at SXSW EDU and has achieved a staggering 55 million players for its Maths game. It was named Adaptive Learning Solution Provider of the Year at the EdTech Breakthrough Awards 2024, further indicating its position as a leader in the market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jan 2021
$110.4m
SERIES B
Aug 2014
$1m
SEED
Total funding: $111.4m
Company benefits
- Health and wellness - Team members are covered with prescription drug, health and dental benefits from day one along with a monthly wellness fund. They also can take advantage of regular mental and physical wellness initiatives.
- Flexible work arrangements - In addition to flex hours, our hybrid work arrangement lets employees choose where they work based on what’s best for them.
- Time to unwind - Unlimited sick days, three personal days and four extra Prodigy long weekends throughout the year help our team prioritize R&R when needed. Parents receive four weeks of paid parental leave to focus on what’s most important.
- Competitive compensation - Team members enjoy competitive pay with stock options, a learning fund, enrolment in an RRSP matching program (coming soon), a work-from-home budget and bonus for eligible team members.
Company values
- We are user obsessed - We love the students, parents and educators who use Prodigy, and everything we do helps us make their experience amazing. We’re driven to create innovative products and transform education for the better.
- We embrace radical candor - We embrace a culture of frequent feedback and open communication that’s kind and clear. Team members challenge respectfully, bring new ideas to the table and practice openness and transparency whenever possible.
- We promote a growth mindset - We promote continuous learning and employee development to make sure everyone at Prodigy has the chance to develop their skills. We’re always looking for creative solutions and finding new ways to grow.
- We need extreme ownership - An unfettered, unfaltering passion and drive for what we can do in the realm of education.
Company HQ
Yonge-Bay Corridor, Toronto, ON
Articles
Leadership
Alexander Peters
(Co-CEO & Co-Founder)Co-founded Prodigy in 2011 after graduating with distinction from the University of Waterloo - Bachelor of Applied Sciences, Honors Mechatronics Engineering, Management Sciences Option, Engineering.
Rohan Mahinker
(Co-CEO & Co-Founder)Former President & CEO of Synergia Investment Group, former Trading Associate at TD Securities and Heads Capital.
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