Customer Experience Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage incoming customer support requests via tickets in HubSpot.

• Respond to customer inquiries promptly and professionally.

• Troubleshoot and resolve issues independently whenever possible.

• When necessary, escalate product or technical issues with comprehensive context.

• Monitor trends in customer inquiries and feedback, sharing insights with the team.

• Document insights to facilitate quicker access to answers.

• Ensure customers feel supported, informed, and receive timely follow-ups.

• Develop a working knowledge of the product and its usage by customers.

• Understand customer operations sufficiently to anticipate their needs.

• Identify and flag opportunities for expansion or upselling.

• Collaborate with the product team to convert customer pain points into solutions.

• Progress towards responsibilities in phone support, onboarding, proactive account outreach, and shaping customer success processes.

⛳️ Requirements

• Comfortable working in a startup or fast-paced environment.

• A self-starter who takes initiative after acquiring context.

• Excellent written and verbal communication skills.

• Organized, detail-oriented, and dependable in follow-through.

• At ease with direct interactions with customers, including phone communication.

• Eager to learn new tools, workflows, and skills.

• Capable of making judgment calls and escalating issues thoughtfully when necessary.

• Interest in learning about equipment, schedules, job sites, and businesses in field operations.

• Previous experience in customer support, customer success, or operations is a plus, but not mandatory.

• Experience in SaaS product support or troubleshooting software workflows is advantageous, but not a requirement.

• Customer onboarding or implementation experience is beneficial, but not required.

• Familiarity with HubSpot or similar CRM/ticketing systems is a plus, but not mandatory.

• Experience with early-stage startups or small teams is advantageous, but not required.

• Familiarity with JIRA or other project management tools is a plus, but not required.

• Exposure to construction, equipment, or another field operations industry is a plus, but not required.

🏝️ Benefits

• Hands-on, shadow-based training and a comprehensive ramp-up period.

• Clear escalation paths and access to leadership support.

• Empowerment to proactively solve problems.

• Expanded responsibilities towards phone support and onboarding ownership as readiness is demonstrated.