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

Frontline Support

• 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 clear 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.

How We Work

Stemble is a remote-first company built around trust, ownership and continuous learning.

We encourage people to take initiative, ask questions and contribute beyond the narrow boundaries of their role. You’ll work closely with teammates across Course Operations, Instructional Design, and Product to improve the experience for instructors and students.

We move quickly, communicate openly and care deeply about the work without taking ourselves too seriously. Learning is part of our culture, including regular Stemble Learns sessions led by teammates.

Compensation and Benefits

The starting salary for this position is $50,000 CAD per year. Compensation is reviewed annually, with an opportunity for salary growth as performance, independence and responsibilities develop.

In addition to salary, Stemble offers:

• Remote-first work with optional weekly office time in PEI.
• A company-provided MacBook.
• Health and dental coverage.
• A group RRSP plan.
• Two weeks of vacation, plus the Christmas-to-New-Year’s office closure and sick leave.
• A 37.5-hour workweek, generally aligned to 9 a.m. to 5 p.m. with some flexibility.
• Bi-weekly Stemble Learns sessions where a teammate teaches the company about something they care about. Sometimes it’s STEM, education or AI. Sometimes it’s skateboarding, government cheese tunnels or how to fly a plane.

To Apply

Applicants must be legally allowed to work in Canada. Please send your resume and cover letter to careers@stemble.com.