(this is an onsite opportunity based in downtown Toronto)
Our client is a Series A startup helping businesses globally. They are one of Toronto's fastest growing start-ups and are looking for Customer Support Representatives to join their team!

• 60% of the role will be focused on working directly with customers
  
• 40% of the role is leading projects and initiatives (training team, refining processes, improving documentation and customer resources)
  
• Mentor and develop a team of customer support representatives, fostering a high-performing, customer-firrst culture
  
• Serve as the go-to expert for resolving complex customer issues through hands-on troubleshooting and cross functional collaboration
  
• Ensure smooth onboarding, resolve product inquiries, and tackle technical challenges to enhance customer satisfaction and adoption
  
• Monitor key support metrics (e.g., response time, CSAT) and implement strategies to drive continuous improvement
  
• Work closely with product, engineering, and operations teams to escalate and address technical issues and customer feedback
  
• Develop help center articles, onboarding guides, and internal process documentation to streamline workflows and elevate the customer experience
  
• Advocate for customer needs and insights to influence product development and service improvements
  
• Analyze customer feedback to proactively address recurring issues and suggest process or product enhancements
  
• Recommend new tools, workflows, and training opportunities
  

Requirements

• We're looking for someone excited to work onsite with them five days/week, fostering in-person collaboration and team synergy
  
• 2+ years in a similar customer support function (preferably in SaaS or a startup)
  
• Previous experience with customer support, including team leadership
  
• Strong service orientation with exceptional communication, interpersonal, and problem-solving skills
  
• Proven ability to analyze support data and implement improvements
  
• Comfortable with support tools and CRM systems (ideally Salesforce), with a knack for troubleshooting software applications
  
• Passion for fostering team collaboration and delivering innovative customer experiences
  
• Willingness to provide leadership support during peak times, including evenings or weekends if needed
  

Benefits

• A chance to be part of a trailblazing team in a high-growth start-up
  
• Strong support from the team to achieve your targets
  
• 3 weeks vacation
  
• A vibrant, collaborative culture that fosters innovation and growth
  
• Joining a rapidly scaling growing company with a profitable business model and significant market expansion