UPDATED JOB DESCRIPTION: CUSTOMER CARE & SUCCESS ASSOCIATE – STOODIO YEARBOOKS

Position: Customer Care & Success Associate (Entry Level)
Department: Customer Care & Success
Location: Remote (Work from Home)
Start Date: TBD

QUALIFICATIONS

· Excellent communication skills with a friendly, patient, and professional manner.
· Comfort using online platforms, web apps, and digital tools.
· Problem-solving skills and willingness to learn quickly.
· Ability to multi-task and stay organized.
· Previous customer service experience is an asset but not required.
· Interest in digital media, publishing, or creative tools is a plus.
· Basic knowledge of design software (e.g., Adobe Creative Suite, Canva) or willingness to learn is an asset.

EDUCATION

· Post-secondary education in Business, Communications, Education, Design, or related fields preferred, but not required.

ROLE OVERVIEW

We are seeking an Entry-Level Customer Care & Success Associate to support our STOODIO Yearbooks customers. You will guide schools, administrators, and contributors through the yearbook creation process, ensuring a smooth, enjoyable experience from start to finish.
This role offers clear pathways for career advancement within our Customer Care, Customer Success, and Product teams.

KEY RESPONSIBILITIES

· Provide prompt and friendly support to yearbook customers via phone, email, chat, and social media.
· Walk customers through STOODIO Yearbooks features, tools, and best practices.
· Assist with onboarding new customers and helping them get started.
· Identify customer needs, answer questions, and offer practical solutions.
· Document and report product issues, bugs, and improvement opportunities.
· Help create and maintain support resources, tutorials, and FAQs specific to yearbooks.
· Collect customer feedback to share with the Product and Marketing teams.
· Follow up with customers to ensure their yearbook projects are completed successfully.
· Support training for new team members as you grow in the role.
· Assist with creative asset organization, including clipart libraries and template design.
· Support pre-press tasks such as PDF preparation, proofing, and quality control.
· Provide creative design assistance to help customers bring their yearbook vision to life.