Customer Support Specialist

WorkTango is an award-winning Employee Experience platform that helps leaders and organizations improve employee engagement, increase retention, and boost performance while reducing costs with Employee Surveys and Recognition & Rewards software.

WorkTango’s holistic platform offers two distinct, but complementary solutions.

Surveys & Insights makes it easy for organizations to measure engagement and ensure every employee feels heard through unlimited surveys across the entire employee lifecycle. Leaders gain insight into employee sentiment through robust dashboards and insights, and are empowered to drive meaningful change with recommended action plans.

Recognition & Rewards enables organizations to scale and automate manual recognition & rewards practices, track and control costs, and create a continuous culture of appreciation through company-wide recognition.

WorkTango is built for the workplace we all want to be a part of – where teams accomplish great things, achievements are celebrated, and employees have a voice.

Overview of the role:

As a Customer Support Specialist at WorkTango, you'll be the frontline ambassador, providing exceptional service and support to our valued customers. With a data-focused approach and strong qualitative and analytical skills, you'll promptly and efficiently address routine inquiries about our software products, ensuring our clients receive top-notch assistance. The ideal candidate is a collaborative team player adept at thriving in a dynamic work setting. They possess a knack for problem-solving, are self-motivated, and exhibit impeccable attention to detail.

The awesome stuff you’ll do in this role:

• Provide exceptional customer support to WorkTango customers, addressing inquiries about software products promptly and effectively.

• Ensure a positive and seamless customer experience while adhering to SLA targets.

• Educate customers on platform usage and available resources, setting clear expectations on support response and resolution times.

• Take ownership of customer inquiries from start to finish, demonstrating urgency and follow-through.

• Actively listen to understand customer needs and troubleshoot product issues creatively, leveraging available resources.

• Escalate complex issues to appropriate teams and contribute to process improvement and best practices.

• Own and execute strategic internal programs aimed at innovating and streamlining customer experience.

What you’ll need to be successful in this role:

• 1+ years of experience supporting a consumer-facing SaaS product.

• Excellent written and oral communication skills.

• Proficient in problem-solving and follow-up skills, with solid time management and multitasking abilities.

• Detail-oriented, quick learner, and self-starter who can prioritize workload effectively.

• Strong quantitative and analytical skills.

• Ability to comprehend simple datasets, perform lookups, and draw inferences.

• Attention to detail, highly organized, with an absolute focus on the quality of work.

• Passionate about being a voice for the user, naturally curious, able to work with ambiguity, and motivated to find solutions.

• Collaborative mindset, able to work internally with different teams to address customer needs and contribute to documentation updates and creation.

• Demonstrated ability to provide clear, concise, and easy-to-understand responses to customer inquiries through various channels, including ticketing systems, email, and video calls.

• Experience with ticket-based systems, Zendesk preferred.

• Familiarity with Call Center Phone technologies or other virtual/soft phone systems.

• Basic knowledge of customer support principles and best practices.

• Experience with MS Excel required.

• Experience with Google Suite preferred.

• Desire to become a subject matter expert on WorkTango offerings, contributing to self-help articles, training materials, and process improvement.

If you’ve reached this point in the job description and feel you’re still not sure if you should apply… Just do it! You may not have 100% of all those bullets listed above - and that's okay! We know there are no perfect applicants. If you’re feeling like you’re not going to fit in with our teams - that’s not okay. One of our company values is “Work Together, Tango Together” - we believe in a diverse experience that allows us to build off the momentum of each other, so however you identity and whatever background you bring with you, we strongly encourage you to submit your application if this is a role you can be passionate about doing every day!

When you work at WorkTango, we provide competitive benefits to make your life better both in and out of the office, which include: Health, Dental, and Vision Insurance; Open vacation policy; Flexible WFH policy; 1 weeks of all-company closure; Summer Fridays; 401(k) & RRSP programs; Mental Health benefits; Financial Wellness benefits; Generous Parental Leave; EAP & more!

At WorkTango, diversity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. WorkTango commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.