We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 15-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. 

***This role is remote based in Canada & would be expected to work night shift hours.***

Job requirements

  • You have 2+ years in a similar customer support role for a SaaS
  • You have advanced written communication skills
  • You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
  • You have excellent rapport-building ability with both customers and teammates
  • You’ve got a proven track record of meeting or exceeding common customer support metrics
  • You have the ability to multitask and handle multiple customer inquiries simultaneously
  • You’re strong at problem-solving and you have the ability to think critically when addressing tasks
  • You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
  • If you have experience with SEO and/or digital marketing, this would be highly preferable, including common digital marketing channels
  • Familiarity with SaaS platforms and related technologies

What you’ll do

  • Deliver best-in-class live chat customer support in a timely manner
  • Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
  • Apply critical thinking to troubleshoot technical issues
  • Collaborate with Product and Engineering teams to resolve issues/bugs
  • Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
  • Ensure customers are well-supported and educated at every interaction
  • Provide professional and friendly insights to customers when solving their problems
  • Contribute to the success of our department by suggesting improvements to our processes and our product
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