Customer Support Specialist

About this role:
As part of our growing Customer Success Team, the Customer Support Specialist plays a pivotal role in ensuring effective support of both our customers and their employees.  You’ll be on the front line of the customer experience, providing timely, thoughtful, and effective support. 

You’ll resolve technical issues, troubleshoot platform challenges, and provide general product guidance, while acting as a liaison between support, Customer Success/Onboarding and Product/Development teams. 

This role is ideal for someone who enjoys solving problems, is comfortable navigating technology, and can communicate clearly with both technical and non-technical audiences. Above all, you’ll help ensure our customers feel heard, supported, and confident that their questions are in capable hands.

Key Responsibilities

• Deliver a reliable customer support experience
  • Own incoming customer and employee inquiries across support channels, providing timely, clear, and effective assistance while working within established service level agreements (SLA)
  • Consistently achieving KPI of Customer Satisfaction Score (CSAT) 
  • Contributing to and successfully achieving all team and department KPIs
  • Take ownership of support requests from initial investigation through resolution, keeping customers informed and ensuring tickets continue moving forward.
  • Keeping your knowledge up-to-date with new product feature launches and product improvements
  • Understanding our customer’s usage of our product to identify support trends, and provide more informed support.
  • Focusing on effectively delivering our Customer Promise including Customer Journey Ownership, Proactive Communication, and Ease of Escalation.
• Technical Support Knowledge: 
  • Reproduce reported issues, investigate system behaviour, and identify root causes. Resolve issues through platform or system configuration, available workarounds, or by clearly documenting and reporting confirmed product defects. 
  • Take initiative to investigate and resolve technical issues independently, using available tools, documentation, and resources before escalating to Tier 2, while recognizing when an issue requires additional technical expertise
• Process Improvement
  • Proactively identify opportunities to strengthen support processes, documentation, and operational efficiency
  • Maintain and improve Help Center resources and collaborate cross-functionally to implement improvements that create a better experience for customers and internal teams
  • Collaborate with cross-functional teams to implement improvements and streamline operations.
• Operational Requests: 
  • Fulfill administrative and platform requests for internal teams in a timely manner, balancing these operational tasks alongside client support to ensure all deliverables consistently meet established timelines and SLAs. 
• Redemption Support: 
  • Providing redemption team coverage as required. Assisting in order fulfillment, including purchasing rewards, troubleshooting redemption and vendor issues, and record keeping
• Other duties as assigned

Skills for Success: 

• You have 2+ years of direct experience supporting non-technical end users in a high-volume environment and you're genuinely good at it. Preferably SaaS customer support experience. 
• Troubleshooting instincts: you diagnose the why behind an issue, not just the symptom, and you document it clearly enough for engineering to act on
• Great Communication Skills: Ability to explain a technical workflow to a non-technical audience and continue active follow up on tickets both in written format and over the phone
• Strong organizational and prioritization skills: adept at navigating a fast-paced environment with precision, attention to detail, and a focus on consistently meeting or exceeding SLAs and KPIs.  
• CRM experience: Experience using CRM tools, preferably Hubspot. 
• Support ticketing/helpdesk platform experience
  
  

Nice-to-Haves:

• Technical support experience: Learning and/or already utilizing basic terminal/command-lines, SQL, and/or python in day-to-day workflows
• Technical Project Tracking Experience- Learning and/or already utilizing tools like Jira, Confluence, and/or Grafana in day-to-day workflows
• HRIS/SFTP system experience: as our system integrates with HRIS/SFTP systems, it is always nice to have experience with at least one 
• Experience using and/or implementing AI tools and solutions for support
  
  
  

Compensation: Anticipated Salary Range for this role is $60,000 to $70,000 CAD plus performance based bonuses. The final offer will consider factors such as your expertise, role alignment, and internal equity.