Customer Support Specialist I
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Job Description
Customer Support Specialist helping Loopio SaaS users troubleshoot issues through Zendesk, phone, and email. Debugging problems, creating self-service resources, and partnering with Engineering, Product, and Design.
Responsibilities:
- Report to the Manager of Support
- Provide personalized assistance to Loopio users by responding to Zendesk support tickets and phone inquiries
- Reproduce issues, review logs, and use internal resources to debug problems
- Deliver workarounds and solutions to help customers meet deadlines
- Provide fast, high-quality email and phone support
- Explain complex information in simple, understandable terms
- Create and maintain help center resources for customer self-service
- Document internal learnings to help teammates solve tickets
- Participate in internal training sessions and teach teammates new skills
- Partner with the wider Customer Experience team to deliver value and contribute to customer retention
- Escalate to Engineering and bring the user voice to software defect prioritization
- Share customer product feedback and discuss feature requests with Product and Design
- Learn new features and product improvements while maintaining subject-matter expertise
- Participate in team huddles to share product learnings
- Spot trends and proactively identify team, process, and product improvements
Requirements:
- 1 year experience in a customer-facing role at a SaaS software company
- Strong desire and passion for helping and supporting others
- Curiosity and strong detective/problem-solving skills
- Tech savvy with a strong understanding of, and thirst to learn, new technologies and tools
- Previous exposure to support tools such as Zendesk and Jira is nice to have
- Excellent written and verbal communication skills with attention to detail
- Strong organizational skills, calendar management, and prioritization
- Ability to multitask and context switch with ease
- Must be legally authorized to work in Canada without employer sponsorship
- Must be based within 300 km of Toronto, Ontario, or Vancouver, British Columbia, or be willing to relocate to one of these hubs
- Ability to work 10am–6pm PT / 1–9pm ET core working hours
Benefits:
- Equity
- Day in lieu when flexible scheduling is required to cover absences, illness, statutory holidays, or unforeseen circumstances
- Ongoing feedback and regular 1-on-1s
- Dedicated professional mastery allowance for learning support
- Health and wellness benefits starting day 1
- MacBook laptop
- Monthly phone and internet subsidy
- Work-from-home budget
- Flexible co-working locations in Ontario and British Columbia
- Supportive remote-first culture with opportunities for connection
- Townhalls, AMA sessions, and company celebrations
- Employee Resource Groups
- Award-winning workplace
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