Customer Support Representative

Summary

Join 7shifts as a Customer Support Representative and play a key role in ensuring customer satisfaction and retention. You will be the first point of contact for customers, providing support via chat, email, and phone. Responsibilities include troubleshooting issues, educating customers on product usage, identifying opportunities for improvement, tracking requests, and collaborating with the support team. The ideal candidate will have 1-2 years of experience in a technical customer support role, strong communication skills, experience with web and mobile apps, and the ability to learn quickly. 7shifts offers a variety of benefits, including competitive health benefits, flexible work arrangements, a flexible vacation policy, and opportunities for professional growth.

Requirements

• Previous experience in a technical customer support role (or similar) for at least 1-2 years
• Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
• Resilience and resourcefulness to use the tools at your disposal and find the best approach to solving problems, leveraging strong attention to detail
• The ability to learn quickly in order to stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
• Curiosity to learn new things and take on new challenges, taking ownership of contact with customers and ensure all necessary steps, investigation, troubleshooting, education, and communication are completed with both the customers and the applicable internal teams
• The ability to put yourself in the customers’ shoes to fully understand their point of view and address their needs

Responsibilities

• Act as the first point of contact with 7shifts customers via chat, email and phone channels to effectively troubleshoot and problem solve concerns
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
• Identify new ways customers can benefit from the product, understanding their business challenges and finding creative solutions to their problems
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams
• Collaborate closely with the Support team by actively participating in team meetings and discussions

Preferred Qualifications

• Experience working in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Experience working in the restaurant industry
• Fluency in Spanish or French

Benefits

• Competitive health benefits right from the start
• Lifestyle spending accounts
• Access to corporate discounts
• A parental leave program that supports caregivers during an important time in their lives
• Our team is intentional around how and where we work—whether that’s remotely, in person at our Toronto and Saskatoon offices, or a mix of both
• Plus, we offer a flexible vacation policy to encourage everyone to recharge when they need it
• A ‘90 Day Shift’ program that supports our team members in exploring the world
• We set our team members up for success with the latest Apple technology, a home office set up, and some fun 7shifts swag to make it official!
• Plus, we take professional growth seriously and support this through coaching, IDPs, peer and leader feedback, internal promotions, and more