Customer Support Specialist

. Own incoming customer and employee inquiries across support channels .

Posted 9/25/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$60,000 - CA$70,000 per yearWebsite

Tools & technologies

GrafanaPythonSQL

Key responsibilities & impact

Own incoming customer and employee inquiries across support channels
Provide timely, clear, and effective assistance within established SLAs
Achieve Customer Satisfaction Score (CSAT) and team/department KPIs
Manage support requests from initial investigation through resolution
Keep customers informed and ensure tickets progress
Stay current on product launches and improvements
Analyze customer product usage to identify support trends
Deliver the Customer Promise through journey ownership, proactive communication, and ease of escalation
Reproduce issues, investigate system behavior, identify root causes, and resolve technical issues
Use configuration changes, workarounds, or documented product defect reports to resolve issues
Investigate and resolve issues independently before escalating to Tier 2 when appropriate
Identify opportunities to improve support processes, documentation, and operational efficiency
Maintain and improve Help Center resources
Collaborate with cross-functional teams to implement improvements and streamline operations
Fulfill administrative and platform requests for internal teams within timelines and SLAs
Provide redemption team coverage as required
Assist with reward purchasing, redemption and vendor troubleshooting, and record keeping

What you’ll need

2+ years of direct experience supporting non-technical end users in a high-volume environment
Preferably SaaS customer support experience
Ability to diagnose root causes and clearly document issues for engineering
Ability to explain technical workflows to non-technical audiences
Active written and phone follow-up on support tickets
Strong organizational and prioritization skills
Ability to meet or exceed SLAs and KPIs
Experience using CRM tools, preferably HubSpot
Experience with support ticketing/helpdesk platforms
Ability to reside and work in Canada
Nice-to-have: basic terminal/command-line, SQL, and/or Python experience
Nice-to-have: Jira, Confluence, and/or Grafana experience
Nice-to-have: HRIS/SFTP system experience
Nice-to-have: experience using or implementing AI tools and solutions for support

Comp & perks