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Posted almost 2 years ago

WHAT YOU WILL DOYou will be helping us full-time with customer support. This includes doing things such as:Building meaningful relationships with customersPrioritizing tickets and answering them as soon as possibleHopping on screenshare calls to diagnose problems and educating usersWorking very closely with Engineering to get solutions rolled outUpdating our FAQ, making training videos, and doing webinarsBuilding and placing a process around Customer SupportAnalyze daily metrics and proactively reach out to customers regarding issuesSince you will be the face of our company to customers, you will also:Let the rest of the team know about any customers’ suggestions or feedback Regularly update our internal company wikisWe're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between 10am-6pm (UTC-5).HOW WE CURRENTLY DO SUPPORTOur customer support is currently done by 1.5 people -- our Customer Success Manager and our CEO. Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.MUST HAVES1 or 2 years of Customer Support or Customer Service experienceSome basic technical chops (nothing advanced but you should be able to pick up technical troubleshooting concepts quickly)We don’t require any formal university or college education, but you should have demonstrated the ability to learn new things quicklyBONUS NICE-TO-HAVESWorked at a startup or a small company beforeWorked with Help Scout, Mixpanel, or Salesforce beforeExperience using Chrome extensionsBasic programming (HTML, SQL) skillsCOMPENSATION AND PERKSSalary: $45,000 - 55,000/year Canadian Dollars (based on years of experience)Benefits (Health, Dental, etc) through our company HSACatered lunches every day and snacks at the office Work remotely or from our office in Waterloo -- your choiceVacation travel spending allowanceLaptop of your choice