Customer Support Specialist

AgencyAnalytics

We're seeking an experienced customer support champion for our highly successful SaaS application. This isn't your typical 'customer service' position: You'll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product. Almost all of your customer correspondence will be via Intercom live chat (no phone calling required). It is highly preferable that you have background knowledge of SEO or digital marketing so you can understand our customers and their goals.
When we say this isn't your typical 'customer service' position, we mean it: This is an opportunity to join a fast-growing and industry-leading company with a reputation for outstanding customer service. We're specifically looking for versatile people with a mixed skill set, who can grow into higher-level roles in the longer term. Skills, interests, or proven experience related to content writing and creation, product management, customer success, churn management, SEO, digital marketing, entrepreneurship or similar will be highly valued. We listen to employees, we allow them to take initiative, and we provide training and support along the way. 
🇨🇦 This position is 100% remote and only eligible for those who are authorized to work in Canada.
Key Responsibilities
  • Support customers and provide product education via Intercom live chat
  • Assist customers with billing, upgrades, quotes, and similar inquiries
  • Engage and collaborate with sales and customer success teams when required
  • Use research skills, internal support channels, and teamwork to solve problems
  • Escalate issues/bugs to engineers and collaborate to resolve
  • Manage customer feedback, insights, and feature requests to contribute to our product's continual development
  • Contribute to internal and external documentation
  • Other projects depending on your skillset (writing, product management, customer success, etc)
Job Benefits
  • Profit-sharing, distributed quarterly
  • Frequent promotions
  • 3 weeks vacation 
  • Paid sick days
  • Happy Hour every Friday
  • Extended health benefits
  • Continued education allowance
  • Annual fitness allowance
  • Home office equipment allowance
  • Work from anywhere in the world
  • Supportive and collaborative work environment
  • Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
  • 2+ years in a similar customer support role, preferably for a SaaS
  • Moderate understanding of SEO and/or digital marketing
  • Basic understanding of common digital marketing channels (Google Analytics, Google/Facebook Ads, social media, email marketing, etc.)
  • Advanced written communication and interpersonal skills
  • Native or bilingual English
  • Comfortable in a remote work environment
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