Customer Support (weekends)

Who we are and what we do

Contra is building the world’s first professional network for independent creatives and the companies that hire them. We are commission-free, global, and focused on enabling the future of flexible work. Alongside our network and marketplace, we’re launching new product lines including Contra for Companies, Contra Ads Network, and Creative RLHF & Evaluation Services for AI labs and creative-tool companies.

We've raised over $51M from leading investors like NEA, Unusual Ventures, and Cowboy Ventures - and we're just getting started.

What you’ll be responsible for:

• Provide world-class support by taking ownership on user issues - working closely with the engineering, product and other teams to address and resolve user issues quickly.
• Become a Contra product expert - focusing on user workflows, integrations, and platform functionality.
• Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met.
• Suggest process improvements and introduce best practices for operations.
• Provide regular insights and feedback on project status, achievements, and areas needing improvement.
• Keep our knowledge base updated, refine, and optimize help content, ensuring it supports user self-service and automated tools' effectiveness.
• Enhance the efficiency of customer support operations, focusing on reducing response and resolution times.
• Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation.

Requirements:

• 2+ year in Customer Support
• Experience troubleshooting technical issues
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
• Excellent problem-solving skills and the ability to think strategically.
• Excellent verbal and written communication skills.
• Shift: Monday, Tuesday, Friday, Saturday, Sunday (9am-5pm EST)

Tools you'll be using:

• Intercom (primary tool)
• Retool
• Hubspot
• Notion
• Looker
• Linear

Total Comp:

• Salary: $70,000 CAD
• Extended health + dental benefits
• We will provide you with a laptop on your start date

Interview Process

• Interview with the Recruiting Team (30 minutes)
• Interview with Hiring Manager (40 minutes)
• Culture Interview with Head of Operations (30 minutes)
• Paid Case Study + Presentation (45 minutes)

Note: Contra communicates with applicants through @contra.com domains only. We never ask for money from potential employees. For the latest job postings, visit Contra Careers.