Customer Support Specialist (Night-Shift)

Department: Customer Support

Location: Remote Canada

Compensation: $48,400 - $72,600 / year

Description

We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you have high emotional intelligence, love learning new technology, are great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you!

You'll join a tight-knit, highly committed & growing team that's passionate about helping customers reach their business goals. We're eager to lean in when it comes to growing our product and our customer base.

Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on. This role joins our Night-shift team, primarily serving customers in the APAC region. The core working hours are 7pm - 3am EST (starting Sunday evening). You may also be needed to come into the Toronto office on occasion for in-office meet-ups which will occur during regular business hours (9am - 5pm EST).

What You'll Do

• Deliver best-in-class live chat customer support in a timely manner


• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need


• Apply critical thinking to troubleshoot technical issues


• Collaborate with Product and Engineering teams to resolve issues/bugs


• Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon


• Ensure customers are well-supported and educated at every interaction


• Provide professional and friendly insights to customers when solving their problems


• Contribute to the success of our department by suggesting improvements to our processes and our


• product


• Think outside the box when it comes to solutions and understanding what the customer needs, taking a


• proactive approach while reassuring customers at every step of the way

What You'll Bring

• You have 2+ years in a similar customer support role for a SaaS (Bonus if B2B)


• You have advanced written communication skills


• You've got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience


• You have excellent rapport-building ability with both customers and teammates


• You've got a proven track record of meeting or exceeding common customer support metrics


• You have the ability to multitask and handle multiple customer inquiries simultaneously


• You're strong at problem-solving and you have the ability to think critically when addressing tasks


• You have the ability to show empathy, tactfulness, and diplomacy when interacting with others


• If you have experience with SEO and/or digital marketing, this would be highly preferable, including


• common digital marketing channels


• Familiarity with SaaS platforms and related technologies

Compensation

Our base salary for this role ranges from $48,400 to $72,600. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.

AgencyAnalytics is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or cognitive need, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

All your information will be kept confidential.