Client Support Coordinator
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AI Summary
Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.
Client Support Coordinator
HR4 Support Team
Reports To: VP of Product and Client Success
Employment Type: Full-Time (9am to 530PM MST)
Location: Remote - Can be located anywhere in Canada (must okay with working - Mountain Time)
Compensation: $48,000 to $52,000 CAD per annum
Vacation: 3 weeks paid vacation
Languages: English required, French an asset
About HR4
HR4 is the all-in-one HR software platform built for dealers. Based in Toronto and serving over 1,000 clients across
North America, we power every step of the employee journey, helping automotive dealers transform to build high-
performing teams. Our focus on the automotive and adjacent sectors has allowed the product to evolve with the
business and our integrated workflows to stay relevant and easy to use.
About the Role
Are you passionate about creating exceptional first impressions and tackling complex challenges? Do you thrive in
roles where your actions lead to immediate, tangible outcomes? If so, the position of Client Support Coordinator at
HR4 might be your perfect fit.
As the Client Support Coordinator, you will be the first point of contact for HR4 clients regarding our software and
Human Resources-related questions. Your primary responsibility will be to quickly troubleshoot and resolve issues,
working closely with the Client Success and Development teams to ensure client satisfaction. We're looking for
someone who's already spent time in a client support or client success seat, and who's excited to help shape how AI
fits into that work, not just use the tools we have, but actively improve them.
Key Responsibilities
• Act as the initial point of contact for client support via Intercom, our dedicated ticketing system
• Swiftly troubleshoot, prioritize, and escalate issues to maintain client satisfaction
• Direct client queries to appropriate resources and follow up diligently to ensure full resolution
• Document and analyze support tickets, providing insight and trend reports to stakeholders
• Suggest product enhancements to the Product team based on daily client interactions
• Develop guides and video resources for our support documentation catalog
• Prepare and assist in pulling reports on client usage and engagement
• Improve how our Intercom AI agent performs by auditing unresolved tickets, refining macros and help content,
and turning what you learn into content the AI can use
• Use Claude to draft and test new client communications, support procedures, and macros, and help roll out
new AI-driven procedures across the team
Your Tools
• Intercom: your primary support tool. Tickets, macros, and our AI agent all live here
• Jira: the operational foundation where we manage our clients and the process
• Claude: used to draft and refine macros, procedures, and client communications
• Microsoft 365: Word, Excel, PowerPoint, Outlook, and Teams
• And of course, HR4: the all-in-one system you will come to know inside and out
What We're Looking For
• 1 to 2 years of experience in a client support or client success role
• French bilingualism is a preferred skill - Reading, Writing - Full Comprehension
• Confident, professional demeanor with clients and teammates
• Quick to learn new software, comfortable working hands-on with AI tools (our Intercom AI agent, Claude)
• Exceptional verbal and written communication skills
• Strong commitment to deadlines and quality
• Excellent multitasking and time management
• Proactive, organized, and detail-oriented with a knack for spotting improvements
• Discreet and able to maintain confidentiality with sensitive information
• Adept at managing relationships across all organizational levels
This role is fully remote, with a preference for candidates based in Calgary or elsewhere in Alberta, working Mountain
Time hours to align with client and team coverage. It's a great fit for someone who already knows client support and
wants a role where AI is core to how the work gets done. Can be located in other provinces.
HR4 is an equal opportunity employer committed to diversity and inclusion. We consider all applicants regardless of
race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status,
and Indigenous status. We are committed to providing accessible employment practices. If you require
accommodation during any stage of the recruitment process, please let us know.
Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Please Note: Banyan Software does not accept unsolicited resumes or applications submitted via email, LinkedIn, or other direct channels. All candidates must apply through our official Careers site to be considered for employment. Applications submitted outside of our applicant tracking system will not be reviewed.
Beware of Recruitment Scams
We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment.
Protect yourself by following these steps:
- Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
- Remember, employers will never request payment or banking information during the hiring process.
- If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it.
Your safety and security are important to us. Thank you for staying vigilant.
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