Customer Success Specialist

Vretta is looking for a Customer Success Specialist to join our Operations team. This position requires excellent communication skills (English and French), a client-first attitude, creative problem-solving ability, and solid technical skills to be able to understand and resolve technical issues that our students, educators, and administrators may face. As a member of the Customer Success team at Vretta, the Customer Success Specialist will be responsible for delivering value by driving innovation through process and systems improvements that enable the ability to support our customers efficiently and effectively.

Responsibilities

• Act on new or escalated support tickets, resolve issues directly or escalate complex technical problems to the development teams.
• Track and analyze support tickets to identify root causes, collaborating with product and engineering teams to implement permanent solutions.
• Configure technical setups to ensure successful client onboarding and integration.
• Collaborate with Project, Product, and Engineering teams to manage live administration windows, track bug fixes, and communicate feature requests.
• Establish strong relationships with assigned clients to understand their needs, ensure consistent platform adoption, and secure long-term retention.
• Gather technical usability feedback from clients and provide structured insights to the product team to improve feature performance.

Requirements

• Six months to two years of experience in a customer success role or equivalent in a fast-paced SASS environment.
• Strong analytical and problem-solving skills.
• Ability to work in the Eastern Standard Time Zone (EST).
• Proficient with Microsoft Office Suite (Word, Excel, PPT, etc.).
• Experience working with Mac, PC and Google devices.
• Experience with Quality Assurance.
• Self-starter with the ability to work under minimum supervision.

Nice to Have

• Bilingualism (English and French)
• Basic knowledge of web development.
• Interest or prior experience in Education Technology

Why Join Vretta

• Work in an environment where every individual's contribution is crucial to the company's culture, products, and clients.
• Work at the forefront of education on products that make a meaningful impact on students' lives globally.
• Organic and stable business model offering great stability for employees.
• A globally distributed, diverse team that operates based on trust.
• Remote work
• Competitive benefits package and professional growth.
• Lots of team activities and fun!

About Vretta

We have dedicated the past 16 years towards the modernization of assessment and learning experiences that have transformed educational practices for ministries of education, academic institutions, examination bodies, and training organizations around the world. Today, our team of over 100 architects, designers, technologists, psychometricians, and project ninjas support our partners transition from legacy e-assessment and learning systems to world-class technology solutions that are efficient, equitable, flexible, and drive student-success. We welcome you to join us on our mission of giving every student the opportunity to succeed in their academic lives and beyond.

Applying

This posting is for an existing vacancy at Vretta. While we thank all applicants for their interest, only those selected for an interview will be contacted. If you are interviewed for this position, Vretta will provide you with a status update in compliance with the Employment Standards Act. Vretta is committed to providing reasonable accommodations for people with disabilities. If you require an accommodation, we will work with you to meet your needs, in all stages of the hiring process, within reason.

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