Customer Care - Tier 1

Summary

Join Unbounce, a leading landing page and conversion optimization platform, and help shape our product strategy as we merge with Insightly. In this Customer Support role, you will provide responsive, empathetic support across multiple channels, troubleshooting technical issues and guiding users to effective solutions. You will work remotely, with flexible hours, and contribute to team documentation and knowledge bases. The ideal candidate is a tech-loving problem solver with experience in customer support, thriving in fast-paced environments. This role offers a competitive salary, flexible time off, health and wellness benefits, and professional development opportunities. Unbounce values individuality and fosters a diverse and inclusive workplace.

Requirements

• You're a tech-loving problem solver with a passion for helping others
• You’ve worked in a customer support role before, maybe even in a high-growth or startup environment, and you know how to thrive when things move fast
• You love a challenge, lean into ambiguity, and have a drive for results that keeps you focused and motivated
• You bring a team-first mindset, a strong sense of ownership, and a natural curiosity that pushes you to grow and improve
• You communicate with clarity, empathy, and patience
• Most importantly, you enjoy what you do

Responsibilities

• Deliver responsive, empathetic support across multiple channels to help customers get the most out of the Insightly CRM platform
• Troubleshoot a variety of technical issues, simplify complex topics, and guide users toward effective solutions that drive satisfaction and long-term adoption
• Listen carefully to customer needs, document details thoroughly, and escalate with urgency when needed
• Communicate clearly and professionally in both written and verbal interactions to ensure a consistently positive experience
• Apply your strong technical troubleshooting skills and comfort with cloud-based tools to solve problems efficiently
• Use ticket-based support systems and Google Apps for Business to manage workflow and track interactions
• Confidently operate in both Mac and Windows environments
• Contribute to shared team documentation and knowledge bases to support consistency and growth
• Participate in peer coaching and collaboration to strengthen team capabilities and customer outcomes
• Stay curious and open to learning new technologies, tools, and processes that enhance your effectiveness and productivity
• Own your performance, meet or exceed key metrics, and take initiative to solve problems before they escalate
• Stay flexible and adaptable in a fast-paced, evolving environment, ready to jump in wherever customers need you most
• Thrive in a startup-style setting where innovation, iteration, and impact matter every day

Preferred Qualifications

Familiarity with SQL, HTML, Java, or JavaScript

Benefits

• $50,000 - $58,000 CAD or $54,677 - $71,017 USD
• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program
• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• $2000 Lifestyle Spending Account (LSA)
• Weekly Virtual Yoga Classes
• RRSP, 401(K), WWK Pension Personal Contributions
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Annual Bonus Program
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget