MEMBER SUCCESS SUPPORT
- Are you the kind of customer support professional who loves building relationships, solving problems, and being the person others know they can count on?
- Do you get energized by helping someone work through a challenge, turning something confusing into clear next steps and leaving them feeling confident and supported?
- Are you naturally comfortable with technology, quick to learn new systems, and patient when showing someone how to use a tool that’s unfamiliar to them?
- Do you thrive when you’re thinking on your feet, helping people in real time, and keeping things running smoothly while making everyone feel welcome?
- Do you take pride in owning the details, following through without being chased, and noticing when someone could use a little extra support?
- Would you love to bring those strengths to a growing company where you’ll connect with entrepreneurs, work alongside experienced coaches, and build your career while helping business owners succeed?
If this sounds like you, read on.
ABOUT BREAKTHROUGH ACADEMY
Breakthrough Academy specializes in helping high-performing entrepreneurs in the contracting industry grow their businesses by implementing excellent operational systems into their companies. We believe in the unlimited potential of entrepreneurship and help our Members (customers) break through barriers and take their businesses to the next level. Our proprietary training program brings systemization to a contracting company's operations, develops an entrepreneur's core business skills, and holds accountability to goals through a clear business plan.
Breakthrough Academy is now 11 years old and evolving rapidly, with over 750 business owners developing inside our program, and an incredible team of 55+ individuals who make an impact on our Members every single day. We're now entering one of the most exciting chapters in our company's history. We have a proven market, a strong brand, an incredible community of Members, and a tremendous opportunity ahead of us.
A great Member experience comes from knowing there’s someone ready to help. Someone who can answer a question, work through a technical issue, or make it easier to take the next step. We’re looking for a Member Success Support professional who brings that care and reliability to our Members and coaching team every day. You’ll combine direct customer support, live online session support, and detailed administration, helping business owners spend less time figuring out where to go and more time putting what they’re learning into action.
This is where you come in.
THIS IS FOR YOU IF:
- You genuinely enjoy helping people. You want to understand the person behind the question, build a relationship, and make their experience better.
- You make technology feel approachable. You can guide someone through an unfamiliar system without jargon, impatience, or making them feel they should already know the answer.
- You’re resourceful and think on your feet. You ask good questions, work through problems calmly, and know when another person’s expertise will help.
- You bring warmth and confidence to conversations. Whether someone is new, unsure, or frustrated, you make them feel heard and give them a clear path forward.
- You hold yourself to a high standard. Accurate records, thoughtful communication, and reliable follow-through are part of how you earn people’s trust.
- You take ownership beyond the first reply. You keep track of what’s outstanding, involve the right people, and make sure the person asking for help isn’t left wondering what happens next.
- You enjoy being involved. Supporting a live group session, speaking with a customer on video, and working closely with teammates are parts of the role you look forward to.
- You want to keep learning. You’re excited to strengthen your customer support and technical skills while contributing to a team that cares about its work and the people it serves.
IN THE ROLE, YOU WILL:
- Respond to Member questions by email, phone, and online, providing helpful answers and clear next steps.
- Help live online group sessions run smoothly by welcoming participants, monitoring questions, tracking attendance, and resolving common technical issues.
- Guide Members through our online tools and resources, offering individual support when they need a little extra help.
- Troubleshoot everyday issues such as logging in, joining a video call, accessing shared files, or finding learning materials.
- Keep customer records, meeting invitations, contact details, and follow-up notes accurate and up to date.
- Help new Members get started, understand what’s available to them, and feel comfortable asking for support.
- Reach out proactively when a Member needs a reminder, has missed a session, or could use help getting back on track.
- Keep online resources, session recordings, and community information organized, current, and easy to find.
- Work closely with our coaches and Member Success team to resolve concerns, share useful feedback, and improve the way we support Members.
EXPERIENCE REQUIRED
- At least two years of experience in customer service, customer support, administration, or a combination of these in a busy environment.
- At least two years of hands-on experience helping customers use technology and resolve technical issues. This may be part of a broader customer support role.
- Experience breaking a problem down, explaining a solution in plain language, and guiding someone through it with patience.
- Strong written and verbal communication skills, including experience handling concerns and rebuilding trust with a frustrated customer.
- Experience using a customer relationship management (CRM) system to keep records, conversations, and follow-ups organized.
- Confidence using video meeting tools, shared documents, and everyday business software, with the ability to learn new systems quickly.
- Strong attention to detail and the ability to manage several requests without losing track of deadlines or follow-ups.
- Comfort supporting live online sessions and being on camera regularly, approximately 12–15 hours per week.
- Experience balancing customer conversations, troubleshooting, and administrative work while keeping your work accurate.
- Good judgment about what you can resolve independently and when to involve another team member.
- A warm, approachable manner and a track record of taking ownership. Vancouver or Calgary is our preferred location.
THE BENEFITS
- Build your career in Member Success through hands-on experience in customer support, technology, and live program delivery, while helping entrepreneurs get more from their businesses.
- Join a growing, founder-led company where you can know the people you work with and see the impact of your work every day.
- Work alongside - and learn from - ambitious, thoughtful people who care deeply about doing great work and genuinely enjoy working together.
- Be part of a culture that values quality of life. We work hard, but we also care about family, friendships, travel, hobbies, and having a life outside of work.
- Enjoy a competitive compensation package, including a strong base salary, RRSP matching, extended health benefits, and paid time off.
- Enjoy amazing travel perks and company events in epic locations. Our team has come together on the warm beaches of Cabo and in the Canadian Rockies in Canmore, with an upcoming trip to Palm Springs to look forward to.
If this sounds like you and you feel ready to take on an awesome new adventure, use the application form below and let us know why you’d be a great fit for our team!
We thank you for your time and interest. We will reach out directly to shortlisted applicants.
