In this role, you’ll report to the Head of Support and work towards a shared goal of delivering best-in-class global service to our clients.
You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback
Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, and innovate solutions that enhance the support experience
Relationship Building: Friendly with a professional demeanour, ensuring that the customer's success is our success, and can easily develop a positive rapport through helpful service
Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency
Requirements:
You are a maven in customer support, driven by client satisfaction and product adoption
You have at least 1 year of professional Customer Support, Service, Implementation or Success experience
You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
You are quick on your feet, tenacious, and leave no stone unturned when problem-solving independently
You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
You are patient, personable, and have a great sense of humour. You thrive on winning together as a team
You have direct experience in customer technical support, preferably in business (B2B) end-user troubleshooting, and within a SaaS environment
You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, Guru, etc
You are proficient with HTML and JSON analysis
You have experience managing and troubleshooting email platforms, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues
Benefits:
Hybrid Work
Bi-weekly Lunch & Learn
Monthly Team-building Activities
Employee Stock Options
Health & Dental Coverage
Bonus Opportunities
Extended Vacation Days (34 days of vacation annually, with summer Fridays, and more)
