We're seeking a CX Tooling Specialist to join our Site Operations team, ensuring seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling.
\nAs a CX Tooling Specialist, you'll sit at the intersection of CX Operations, IT, Security, and Engineering, administering key platforms, driving intake and incident workflows, and maintaining audit/compliance rigor that keeps our tools secure and our teams productive.
\nKey responsibilities include:
\nIntake & triage: owning intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; Implement agentic workflows: implementing end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues; Tooling administration: administering and supporting CX tooling and adjacent applications, such as Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics; User lifecycle & Okta hygiene: executing BPO and internal lifecycle operations, maintaining source-of-truth rosters and access records, and ensuring changes are auditable; Audits & remediation: running recurring user/access audits across Site Ops-administered tools, documenting findings, and closing the loop with stakeholders and Security; Vendor escalations & incident support: coordinating vendor escalations end-to-end, capturing context, performing initial troubleshooting, opening/tracking external tickets, and implementing fixes or workarounds with partners; Cross-functional change coordination: partnering with Engineering, IT, and Security on configuration changes, release gating, and change validation; Documentation & enablement: creating and maintaining high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; Operational health & telemetry: monitoring operational health signals across owned tools, proactively addressing reliability, access, and performance issues affecting agents or customers, and escalating via defined incident paths.
\nWe're looking for someone with hands-on experience administering CX platforms, supporting production-grade support environments, and proficiency with operational intake and tracking in Jira. Experience with AWS Connect or similar cloud contact center platforms, building/implementing agentic workflows, and familiarity with learning and workforce platforms used in support orgs are preferred.
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\nWonderschool's mission is to ensure every child has access to early childhood education that helps them realize their full potential.
\nWe empower small business owners,child care providers,to launch and grow in-home programs through cutting-edge software, personalized coaching, and responsive support. We also partner with governments to modernize public child care infrastructure.
\nAbout This Future Opportunity
\nAs we continue to grow, we're interested in connecting with Social Media Managers who are passionate about storytelling, community-building, and creating content that drives real-world impact. This posting is intended to build relationships with candidates for potential future openings and does not represent an active role at this time.
\nThis role focuses primarily on Instagram, with TikTok as a secondary channel, and is ideal for creators who love blending education, inspiration, and strategy to grow and engage audiences.
\nWhat These Roles May Involve
\nDepending on company needs, future Social Media Manager roles may include:
\nDeveloping and executing a high-quality content strategy for Instagram and TikTok aligned with Wonderschool’s mission
\nCreating engaging, inspiring, and educational content (Reels, Stories, TikToks, carousels, etc.)
\nCrafting content that inspires child care providers to pursue high-quality programs and financial freedom
\nDeveloping parenting content that encourages and supports caregivers
\nCreating messaging that empowers educators to grow their income and careers
\nStaying current on trends in early education, neuroscience, finance, and digital marketing
\nBuilding and nurturing an engaged community through comments, DMs, and conversations
\nDeveloping relationships with influencers, educators, and child care advocates
\nIdentifying and testing growth strategies to increase followership, particularly among women aged 20–30
\nLeveraging user-generated content and collaborations to expand brand reach
\nTracking and analyzing performance metrics (engagement, reach, follower growth, etc.)
\nRunning experiments to optimize content formats, hashtags, and posting cadence
\nSharing regular insights and recommendations to improve performance and impact
\nWhat We’re Generally Looking For
\nStrong storytelling skills and the ability to adapt messaging for different audiences
\nProven experience growing and managing Instagram and TikTok accounts
\nDeep understanding of social media trends, formats, and best practices
\nData-driven mindset with comfort analyzing and optimizing performance
\nExperience with social media management tools (e.g., Later, Sprout Social, Hootsuite)
\nPassion for education, child care, and financial empowerment
\nComfort working independently with high ownership and creativity
\nCompensation (Future Opportunities – California)
\nFor future Social Media Manager roles based in California, the expected compensation range will vary depending on scope, level, and employment type (full-time, part-time, or contract). A good-faith base pay range will be shared if and when an active role becomes available. These roles may also be eligible for additional compensation and benefits depending on role structure.
\nAdditional Notes
\nThis is not an active job opening and does not guarantee an interview or offer
\nEmployment type, scope, level, and compensation may vary based on business needs
\nCandidates may be contacted if and when a relevant opening becomes available
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\nThis is a highly hands-on role: the Digital Strategist will not only define what we say, but help create it,writing content, shaping narratives, and working closely with internal teams to capture and produce high-quality visuals and stories. The ideal candidate is both a strong strategist and a scrappy creator who thrives in a fast-paced, mission-driven environment.
\nKey Responsibilities:
\nQualifications:
\nPreferred Qualifications:
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\nKey Responsibilities:
\nAct as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance.
\nManage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies.
\nActively engage with community members to encourage constructive dialogue and positive participation.
\nAccurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violations.
\nEnforce moderation actions consistently, fairly, and without bias, escalating issues as required.
\nRespond to community inquiries, concerns, and reports in a professional and empathetic manner.
\nIdentify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholders.
\nSupport incident response and sensitive situations with sound judgment and discretion.
\nRequirements and qualifications:
\n3+ years in high-tier community support or moderation, specifically within the gaming industry.
\nDeep familiarity with Western gaming culture and social media nuances.
\nRelevant knowledge of Discord server management and Steam community tools.
\nProficiency in Zendesk and Sprout Social is a significant plus.
\nNative-level English proficiency with a deep, nuanced understanding of Western culture and social media etiquette.
\nDemonstrated ability to remain neutral and objective while handling sensitive or emotionally charged content.
\nAttention to detail and consistency in decision-making.
\nAbility to foster inclusive, respectful, and welcoming online spaces
\nPreferred Qualifications:
\nKnowledge of online harassment patterns, hate speech policies, and community governance best practices.
\nAbility to work time zones or flexible schedules including weekends, if required.
\nBenefits:
\nSalary $39,088 CAD yearly gross
\nPartnerships with STM, Telus, and BIXI (among others).
\nEmployee Assistance Program.
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\nRole Overview
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\nRequirements
\nYou'd be a great fit for this role if you have:
\nBenefits
\nKeywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
\nPhases of our recruitment journey:
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\nPreferred Qualifications
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\nRequirements
\nLeadership
\nAnalytics
\nCommunication
\nBusiness
\nExperience and Skills
\nBenefits
\nKeywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
\nPhases of our recruitment journey:
\nOur recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
\nThat would be it from us - now we are waiting for your move!
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