Customer Support Specialist I

About this role

TAKE YOUR CAREER TO NEW HEIGHTS WITH LOOPIO! 🚀✨

Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I.

Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a timely manner, providing best-in-class customer service and creating customers for life. Our customers always know we have their back!

This support role will cover core working hours of 10am - 6pm PT / 1 - 9pm ET.

To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances. A day in lieu will be provided in these instances.

Note: This is an existing vacancy on the team

💻 WHAT YOU’LL BE DOING

- Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries

- Reproduce issues, review logs and internal resources as needed to debug issues

- Deliver viable workarounds and solutions to help customers meet deadlines

- Provide both quick and high-quality support to our customers, via email and phone

- Communicate complex information to customers in a simple and easy-to-understand format

- Empower: Create and maintain help center resources to aid customers in self-service

- Document internal learnings, assisting other support team members in solving tickets

- Participate in internal training sessions to teach your teammates new skills

- Partner: With the wider Customer Experience team, delivering value and contributing to customer retention

- With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects

- With Product and Design by sharing customer product feedback and discussing feature requests

- Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

- Participate in team huddles to share new product learnings

- Spot trends and proactively identify areas for team/process/product improvements

✨ WHAT YOU’LL BRING TO THE TEAM

- Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!

- Curious with great detective skills - problem solving really gets you excited!

- Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools

- 1 year experience in a customer-facing role at a SaaS software company

- Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role

- Excellent written and verbal communication skills with attention to detail

- Strong organizational skills, calendar management, and prioritization are areas you excel in!

- Ability to multitask and context switch with ease

WHERE YOU’LL WORK 📍

- Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.

- Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru).

- The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

- We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!

- You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday

- We encourage asynchronous collaboration to effectively work as a global #OneTeam!

WHY YOU’LL ♥️ WORKING AT LOOPIO

- Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice https://lattice.com/e-lp/talent-products?utm_source=google&utm_medium=paid-search&utm_campaign=NOAM_Google_Search_Brand_Core_Tier_1__OCT-Conv-Test-HR&utm_adgroup=Brand_Core_Tier_1&attribution=lattice-mktg&_bt=645279480236&_bk=lattice&_bm=p&_bn=g&_bg=149106216630&cq_src=google_ads&cq_cmp=19577143427&cq_con=149106216630&cq_term=lattice&cq_med=&cq_plac=&cq_net=g&cq_plt=gp&qgad=645279480236&qgterm=lattice&gad_source=1&gclid=Cj0KCQiA-5a9BhCBARIsACwMkJ4OzbQBp30JTrxoLWSv3ht4C0NBeu9uyrTE7GCIu8D_lqBGuC3CG7kaAiWnEALw_wcB for our 1:1s and performance conversations

- You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.

- We offer a wide range of health and wellness benefits https://loopio.com/perks-benefits/ to support your physical and mental well-being, starting day 1️⃣ with Loopio.

- We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.

- You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

- Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as #oneteam!

- Our four Employee Resource Groups…