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Customer Support Specialist

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 13-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. 

The timezone for this role is business hours in North America (Eastern Time). This role is fully remote and is based in Canada.

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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