WHAT YOU WILL DO

You will be helping us full-time with customer support. This includes doing things such as:

  • Building meaningful relationships with customers

  • Prioritizing tickets and answering them as soon as possible

  • Hopping on screenshare calls to diagnose problems and educating users

  • Working very closely with Engineering to get solutions rolled out

  • Updating our FAQ, making training videos, and doing webinars

  • Building and placing a process around Customer Support

  • Analyze daily metrics and proactively reach out to customers regarding issues

Since 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 wikis

We'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 SUPPORT

Our 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 HAVES

  • 1 or 2 years of Customer Support or Customer Service experience

  • Some 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 quickly

BONUS NICE-TO-HAVES

  • Worked at a startup or a small company before

  • Worked with Help Scout, Mixpanel, or Salesforce before

  • Experience using Chrome extensions

  • Basic programming (HTML, SQL) skills

COMPENSATION AND PERKS

  • Salary: $45,000 - 55,000/year Canadian Dollars (based on years of experience)

  • Benefits (Health, Dental, etc) through our company HSA

  • Catered lunches every day and snacks at the office

  • Work remotely or from our office in Waterloo -- your choice

  • Vacation travel spending allowance

  • Laptop of your choice

Source: We Work Remotely


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