Customer Support Specialist

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

📋 Description

• Deliver customer support via Intercom chat and email, including occasional live or asynchronous video interactions.

• Provide guidance to customers on influencer marketing workflows and optimal practices.

• Assist customers in navigating Modash features with concise, step-by-step instructions.

• Diagnose product issues by replicating problems, asking follow-up questions, and directing customers to resolutions.

• Report bugs and issues with comprehensive steps, examples, links, and potential impact.

• Refresh the Help Center and internal documentation as necessary.

• Participate in customer communications during incidents.

• Recognize patterns and relay customer feedback to enhance the product.

• Maintain quick first-response times, typically within two hours.

• Ensure internal notes and handoffs are clear and concise.

• Continuously enhance Help Center content based on customer inquiries.

⛳️ Requirements

• Over 2 years of experience in customer support, preferably in a SaaS environment.

• Excellent written and verbal communication skills in English.

• Ability to simplify complex concepts for easier understanding.

• Proficient in troubleshooting by replicating issues, asking follow-up questions, and determining root causes.

• Demonstrates ownership of customer issues until they are resolved.

• Capable of working independently without a strict playbook and improving processes.

• Organized case management with clear handoffs.

• Ability to remain composed under pressure and handle dissatisfied customers with empathy.

• Experience in supporting influencer marketing or e-commerce tools is a plus.

• Knowledge of technical support topics such as integrations, tracking, and APIs is a plus.

• Experience in maintaining Help Center documentation and internal processes is a plus.

• Familiarity with tools such as Intercom, Notion, Stripe, FullStory, and Modash.

• Availability from 10am to 6pm Eastern time, Monday to Friday, with some flexibility for weekends.

🏝️ Benefits

• Unlimited paid vacation time.

• Fully remote work environment.

• Opportunities for personal development, including coverage for courses, books, or conferences.

• Autonomy and flexibility to make decisions and act swiftly.