AgencyAnalytics: Customer Support Specialist

Headquarters: Toronto, Canada


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

To apply:

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