L1 Customer Support Representative

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

📋 Description

• Manage and resolve support inquiries across multiple channels (email, portal, chat, phone) in accordance with SLAs.

• Utilize the knowledge base, documentation, and internal tools to provide quick, relevant, and precise responses.

• Forward complex issues with comprehensive context to enable downstream teams to act swiftly.

• Create, revise, and maintain knowledge base articles, FAQs, and instructional content.

• Recognize trends, process deficiencies, and opportunities for automation, and assist in their implementation.

• Collaborate with the Support Leader on initiatives aimed at enhancing first-line support and improving the overall customer experience.

• Work cross-functionally with teams from Implementations, Training, Customer Success, Product, and Engineering.

⛳️ Requirements

• 1–3+ years of experience in a customer-facing support, service, or success position (preferably in SaaS or technology sectors).

• Demonstrated curiosity, attention to detail, and a solution-oriented approach—prioritizes documentation and logs before opting for escalation.

• A positive, customer-centric attitude coupled with exceptional written and verbal communication abilities.

• A systems thinker who looks beyond individual tickets to discover patterns, process enhancements, and automation possibilities.

• Comfortable working with ticketing systems, knowledge bases, and contemporary SaaS applications.

• A self-motivated individual who can operate independently in a remote setting.

• Preferred (not mandatory) Bachelor’s degree in a related discipline (Information Science, Library Science, Computer Science, Communications, Business, or similar).

• Experience in creating knowledge base/help center content.

• Familiarity with workflow automation, macros, chatbots, or low-code platforms.

• Understanding of APIs, integrations, SSO, or troubleshooting in a browser environment.

• Previous support experience with library, archive, knowledge management, or information management systems.

🏝️ Benefits

• Clear advancement opportunities into specialized roles in technical support, implementations, training, and customer success.

• Collaborate with a leadership team supported by experienced private equity partners dedicated to global growth.