Customer Support Specialist

Modash

. Provide customer support through Intercom chat and email, with occasional live or asynchronous video .

Posted 9/29/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$65 - CA$75 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within a SaaS environment, focusing on troubleshooting, clear communication, and process improvement. Proficient in managing customer issues from initial contact to resolution while maintaining high standards of documentation and response times.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting SkillsClear CommunicationProcess ImprovementSaaS Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingCase ManagementHelp Center DocumentationInfluencer Marketing WorkflowsTechnical Support Topics

Soft Skills

Calm Under PressureOrganizational SkillsCustomer Care

Tools & Technologies

IntercomNotionStripeFullStoryModash

Industry Keywords

SaaSE-commerce ToolsCustomer FeedbackProduct Improvement

About the role

Key responsibilities & impact

Provide customer support through Intercom chat and email, with occasional live or asynchronous video
Advise customers on influencer marketing workflows and best practices
Guide customers through Modash features with clear, step-by-step instructions
Troubleshoot product issues by reproducing problems, asking follow-up questions, and guiding customers to solutions
Escalate bugs and issues with clear steps, examples, links, and impact
Update the Help Center and internal documentation
Contribute to customer communications during incidents
Identify patterns and share customer feedback to improve the product
Maintain fast first-response times, typically under two hours
Keep internal notes and handoffs clear
Continuously improve Help Center content based on customer tickets

Requirements

What you’ll need

2+ years of experience in customer support, ideally in SaaS
Strong written and spoken English
Ability to explain complex things in simple words
Comfortable troubleshooting by reproducing issues, asking follow-up questions, and identifying root causes
Ownership of customer issues through resolution
Ability to work without a perfect playbook and improve processes
Organised case management and clear handoffs
Ability to remain calm under pressure and handle frustrated customers with care
Experience supporting influencer marketing or e-commerce tools (nice-to-have)
Experience with technical support topics including integrations, tracking, and APIs (nice-to-have)
Experience maintaining Help Center documentation and internal processes (nice-to-have)
Familiarity with Intercom, Notion, Stripe, FullStory, and Modash
Availability for 10am–6pm Eastern time, Monday–Friday, with some weekend flexibility

Benefits

Comp & perks

Unlimited paid vacation time
Fully remote working
Personal development: courses, books, or conferences covered
Autonomy and flexibility to make decisions and take action quickly