Customer Support Associate

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

📋 Description

• Provide high-quality, accurate, and timely assistance across customer accounts

• Maintain proficiency in Schema App tools, schema markup, deployment processes, and support workflows

• Enhance internal workflows, templates, support documentation, and technical best practices

• Create schema markup in Highlighter

• Conduct QA, manage, and update templates

• Document bugs, issues, and opportunities for enhancements

• Submit structured feedback through GitHub or internal channels

• Collaborate with the Implementations Manager on scoping documentation

• Aid in integration testing, validation, and documentation

• Assist Customer Success Managers (CSMs) with Quarterly Business Review (QBR) preparation, reporting, and customer deliverables

• Fulfill customer requests, including reports, opportunities, and insights

• Keep detailed notes, action items, and documentation

• Implement and oversee schema deployments and maintenance tasks in line with contract cadence

• Analyze performance and identify anomalies or opportunities

• Maintain accurate and timely reporting for assigned accounts

• Manage the support ticket queue, triage and prioritize issues, and escalate as necessary

• Work collaboratively across teams to address complex technical challenges

• Identify and contribute to process and efficiency enhancements

⛳️ Requirements

• Mid-level experience required

• In-depth knowledge of Schema App tools, schema markup, deployment processes, and customer support workflows

• Proficiency in authoring schema markup in Highlighter with precision and consistency

• Capable of conducting QA on templates to ensure adherence to best practices

• Ability to document bugs, issues, and enhancement opportunities clearly

• Experience in submitting structured feedback through GitHub or internal processes

• Competence in assisting with integration testing, validation, and documentation

• Skill in preparing QBRs, reports, and customer deliverables

• Capability to analyze performance and identify anomalies or opportunities

• Proficient in managing, triaging, prioritizing, and resolving support tickets

• Ability to escalate issues appropriately and collaborate across functions

• Strong technical precision, attention to detail, prioritization, time management, analytical thinking, and structured communication skills

• Must be able to work effectively with CSMs, Implementation, and Product teams

🏝️ Benefits

• Weekly one-on-one meetings focused on Professional Development

• Excellent health and wellness benefits, with coverage starting immediately

• RRSP matching program

• Flex days to recharge in addition to vacation days

• No work on your birthday

• The Culture Club fosters connections within our virtual team through engaging events

• Inclusive workplace environment

• Accommodations provided during the application process