Senior Customer Support & QA Specialist 🖥️📚💡 (eLearning SaaS | Customer Support, QA, Product Management & Technical Writing | Remote)

Goodwork is recruiting for a Canadian-based eLearning startup building digital workbook software.

What makes this opportunity interesting?

• 🌎 North American SaaS company with clients like Obama Foundation, ActiveCampaign, and Miss Excel
• 📚 Help course creators build engaging, interactive digital workbooks in the booming Creator economy
• ⭐ Be the go-to person for product, support, and customer success across a growing SaaS platform

About the Company

We're an eLearning startup building digital workbook software for online course creators. Our mission: take the work out of building digital workbooks by helping creators ditch time-consuming PDF workflows and create stunning, interactive workbooks in minutes.

Our platform offers drag-and-drop workbook builders, interactive prompts (Q&As, fill-in-the-blanks, tables, multiple choice), Stripe-integrated selling, user engagement dashboards, seamless LMS embeds, and real-time collaboration. Creators can make instant updates, provide personalized feedback, and track learner progress while keeping all responses private.

Our customers span the Creator economy - course creators, coaches, educators, and enterprises using workbooks for customer onboarding, employee training, higher education, and live workshops. We serve customers globally (primarily US-based) with strong partnerships including Thinkific and other major LMS platforms.

We've created 2000+ workbooks for notable clients including the Obama Foundation, ActiveCampaign, DailyOM, Miss Excel, and Sell It. Our parent company is an agency helping leading creators build online learning experiences with the promise: "you teach it, we build it." As one client noted: "I've looked everywhere, paid consultants and coders - nothing worked the way this platform does."

OUR COMPANY VALUES guide our team and shape our culture:

• ❤️ Obsess Over The Customer: We prioritize our customers' needs and satisfaction above all else
• 🏆 Make Done Mean Excellent: We strive for exceptional quality in all our deliverables
• 🧠 Have Whys: We approach every task with purpose and understanding
• 💎 Do More With Less: We make smart, efficient use of our resources without compromising quality
• ⚡ Do It Now: We take initiative and act decisively to move projects forward
• 🗣️ Say What You Think: We encourage open, honest, and constructive communication

We're a fully remote organization with 35 teammates across 8-9 countries, headquartered in Canada with our largest international presence in Latin America (especially Brazil). We operate two businesses - our agency and our SaaS product.

Our culture is fast-paced and conversational. We live on Slack with constant informal chatter rather than lengthy emails, complemented by weekly team calls and fun activities. We value proactive go-getters who self-motivate and take initiative - our motto: "if we don't hear back, we're just gonna do it." While we provide excellent onboarding, we ultimately need people who thrive with autonomy, embrace diverse personalities, and enjoy strong team dynamics. We unite annually for our Summit meetup (this year in Mexico City).

About the Role

We're looking for a remote Senior Customer Support & QA Specialist to own the customer experience, product quality, and operational excellence for our digital workbook platform. This unique hybrid role combines customer support, quality assurance, product management, and technical writing as the primary liaison between our internal team and 300+ customers.

In this role, you'll manage customer support through HubSpot, conduct manual web-based testing, coordinate with developers, create technical documentation, and serve as product manager during feature development sprints. You'll seamlessly switch between detailed QA work, customer troubleshooting and communication, sprint management, and technical writing across both active development cycles and steady-state periods.

This role operates within unique funding cycles where we receive annual government funding for development bursts, causing the team to scale from 1-4 people. During funded periods, you'll run sprints and coordinate between designers, developers, and stakeholders. During quieter periods, you'll focus on customer support, bug fixes and quality assurance, documentation, and potentially agency project support. This isn't a static role - expect significant variety and administrative responsibilities requiring someone who can truly "do it all."

Our IDEAL CANDIDATE brings 4-6 years of experience in Customer Support, QA, or Technical Writing roles with Product Management aspirations or experience. You have hands-on experience with manual web-based testing in SaaS environments, direct developer collaboration, and CRM-based customer relationship management. You're self-directed, comfortable with strong personalities, and excited about our Slack-heavy, conversational culture. You combine technical expertise, product ownership mindset, and exceptional people skills with genuine enthusiasm for supporting creators in the eLearning space. As the first point of contact for our SaaS customers, you'll troubleshoot issues, provide regular updates, and bridge communication between customers and our internal team while proactively identifying, prioritizing, and escalating urgent needs.

Your performance will be measured by HubSpot resolution rates, proactive customer communication, current documentation maintenance, successful sprint execution, and driving customer growth while maximizing retention.

You'll be on our SaaS Product team, collaborating closely with our Junior Project Manager and QA Lead during your first 3-6 months for training and handoff, and with our CEO for product direction. This position reports directly to the Director of Engineering.

You’ll be doing things like:

• Customer Support: Managing email support through HubSpot; triaging and escalating bugs to developers; technical troubleshooting with customers; ensuring satisfactory resolutions for 300+ customer relationships via email and calls/online meetings
• Quality Assurance: Performing manual web-based testing for bug fixes and new features; coordinating with Developers during maintenance and feature cycles; creating and managing test cases; ensuring product quality across web and mobile app and responsive design
• Product Management: Collecting feature requests from customer feedback; creating design and development briefs; managing Designer workflows and kickoff calls; serving as liaison between internal team and customers; influencing product roadmap based on user needs
• Sprint Management: Running product development sprints during funding cycles; writing user stories and managing tickets in Linear; conducting standups and retrospectives; coordinating between Designers, Developers, and stakeholders
• Technical Documentation: Creating and maintaining customer-facing support documentation; documenting feature limitations and data metrics; writing internal development briefs; managing knowledge base using AI tools when appropriate
• Product Demos: Conducting product walkthroughs via Zoom or Loom; answering prospect questions over email or calls; supporting sales conversations with interested parties
• Revenue & Data Reporting: Monthly revenue reporting and affiliate payout management; internal data reporting on subscribers and key metrics; administrative tasks supporting product operations

Skills & Qualifications

• 4-6 years of prior experience in roles like Customer Support Specialist, QA Specialist, Product Manager, Technical Writer, or related hybrid roles.
• Strong customer support and communication skills with escalation experience
• Manual web-based testing experience in SaaS or startup environments
• Proactive communication style with ability to provide regular updates without prompting
• Experience collaborating directly with development teams and understanding technical workflows
• Strong attention to detail and organizational skills
• Technical writing and documentation creation abilities
• Ability to thrive in fast-paced, dynamic environments with changing priorities
• Agile/scrum experience with ability to run sprints and manage development cycles
• Comfortable working with diverse personalities in remote team settings
• Proficiency with multiple software tools and quick learning ability (~15 tools used weekly)
• Self-motivated with strong independent work and collaboration abilities
• Experience with AI/LLM tools for documentation and workflow optimization

Bonus if you also have:

• Test automation experience or interest in process improvement
• Copywriting, marketing, or sales background
• Previous SaaS product experience or entrepreneurial background
• HubSpot or similar CRM platform experience
• Stripe or payment platform experience
• Familiarity with our tools: Google Workspace, Slack, Notion, Zoom, 1Password, Figma, Linear, Loom, Github, AWS, MongoDB, HubSpot, Stripe, Mixpanel, ActiveCampaign, Rewardful

Position Details

Full-time vs Part-time: Full-time (40 hours/week)

Education: Bachelor's degree preferred, but we value diverse backgrounds and equivalent experience

Level: Upper Intermediate to Senior (4-6+ years of relevant work experience)

Compensation: ~USD $1,087 – $1,258 (95K – 110K INR)/month, based on experience and region. Structured as a Consultant Agreement (independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance..

Not sure you meet all the requirements? Apply anyway! We value diverse experiences and hire for potential.

If you don't hear back within 4 weeks, assume you weren't selected, but Goodwork may still reach out about other remote roles.

For any questions, reach out to us here: hello@usegoodwork.com