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Customer Support Representative (Remote or Kitchener-Waterloo HQ)


Headquarters: Kitchener-Waterloo, Ontario
Must be located: Canada
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You will be helping us full-time with customer support. This includes doing things such as:

  • Building meaningful relationships with customers
  • Prioritizing tickets and answering them as soon as possible
  • Hopping on screenshare calls to diagnose problems and educating users
  • Working very closely with Engineering to get solutions rolled out
  • Updating our FAQ, making training videos, and doing webinars
  • Building and placing a process around Customer Support
  • Analyze daily metrics and proactively reach out to customers regarding issues

Since you will be the face of our company to customers, you will also:

  • Let the rest of the team know about any customers’ suggestions or feedback
  • Regularly update our internal company wikis

We're pretty relaxed when it comes to working hours. However, we've noticed that most customers contact us between 10am-6pm (UTC-5).


Our customer support is currently done by 1.5 people -- our Customer Success Manager and our CEO. 

Our first line of support is our support email address. All support emails come into Help Scout into a shared queue.

Every now and then we jump on a Zoom screen share or call a customer to further diagnose problems.


  • 1 or 2 years of Customer Support or Customer Service experience
  • Some basic technical chops (nothing advanced but you should be able to pick up technical troubleshooting concepts quickly)
  • We don’t require any formal university or college education, but you should have demonstrated the ability to learn new things quickly


  • Worked at a startup or a small company before
  • Worked with Help Scout, Mixpanel, or Salesforce before
  • Experience using Chrome extensions
  • Basic programming (HTML, SQL) skills


  • Salary: $45,000 - 55,000/year Canadian Dollars (based on years of experience)
  • Benefits (Health, Dental, etc) through our company HSA
  • Catered lunches every day and snacks at the office 
  • Work remotely or from our office in Waterloo -- your choice
  • Vacation travel spending allowance
  • Laptop of your choice

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