Customer Support Specialist I

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist I based in Canada.

Join a remote-first Customer Experience team focused on delivering thoughtful, timely, and high-quality support to SaaS customers.

In this role, you will own customer issues from investigation through resolution, helping users overcome technical challenges and meet their business goals.

You’ll combine customer empathy with strong troubleshooting and detective skills to identify root causes, reproduce issues, and provide practical solutions.

The position offers opportunities to collaborate closely with Engineering, Product, Design, and other customer-facing teams.

You’ll also contribute to knowledge sharing, self-service resources, product feedback, and continuous improvements to support processes.

The environment is collaborative, globally distributed, and designed to encourage learning, autonomy, and professional growth.

This is an opportunity to make a meaningful impact on customer retention while developing your technical and customer success expertise.

Accountabilities

• Provide personalized and relevant support to customers and internal users through Zendesk tickets and phone inquiries.
• Investigate reported issues by reproducing problems, reviewing logs, and consulting internal documentation and resources.
• Deliver practical workarounds and effective solutions that help customers resolve issues and meet their business deadlines.
• Communicate complex technical information clearly and simply through both written and verbal channels.
• Create and maintain help center content that enables customers to resolve common issues independently.
• Document troubleshooting knowledge and internal learnings to help other support specialists resolve cases efficiently.
• Participate in internal training and knowledge-sharing sessions to strengthen team capabilities.
• Collaborate with the wider Customer Experience organization to deliver customer value and contribute to retention initiatives.
• Work with Engineering as a primary escalation point, clearly communicating user impact and helping prioritize software defects.
• Partner with Product and Design by sharing customer feedback, identifying recurring needs, and discussing feature requests.
• Continuously develop product and technical knowledge by learning about new features, improvements, and customer use cases.
• Identify recurring trends and proactively recommend improvements to support processes, products, and team workflows.

Requirements

• At least 1 year of experience in a customer-facing role within a SaaS or software environment.
• Strong passion for helping others and delivering empathetic, customer-focused support.
• Excellent written and verbal communication skills, with strong attention to detail and the ability to explain technical concepts clearly.
• Strong problem-solving and investigative skills, with curiosity and persistence when diagnosing customer issues.
• Technically savvy, with an interest in learning new technologies, software products, and support tools.
• Previous experience with customer support platforms such as Zendesk or Jira is an advantage.
• Strong organizational and prioritization skills, including the ability to manage calendars, competing requests, and multiple support cases.
• Ability to multitask and switch effectively between different customer issues and priorities.
• Comfortable working independently while collaborating effectively with distributed teams.
• Willingness to continuously learn, share knowledge, and contribute to team and process improvements.
• Ability to work core support hours of approximately 10:00 AM-6:00 PM PT / 1:00-9:00 PM ET, with occasional flexibility required to cover team absences or unforeseen needs.

Benefits

• Competitive base compensation of CA$55,000-CA$60,000, with eligibility for equity.
• Comprehensive health and wellness benefits available from day one.
• Remote-first working environment with flexible collaboration across Canada and international teams.
• Flexible paid time off and opportunities to maintain a healthy work-life balance.
• Professional development and dedicated professional mastery allowance for learning and skill development.
• MacBook laptop provided for remote work.
• Monthly phone and internet subsidy.
• Work-from-home budget to support a comfortable and productive home office.
• Flexible coworking options for eligible employees in British Columbia and Ontario.
• Regular team connections, town halls, AMAs, celebrations, and virtual community activities.
• Employee Resource Groups supporting connection, learning, and inclusion.
• Ongoing manager support through regular one-on-ones, feedback, and development conversations.
• Opportunities to collaborate with colleagues across North America, the UK, and India.
• Inclusive and diverse workplace committed to equitable opportunities and professional growth.