Loopio is hiring a
Customer Support Specialist, Remote - Canada

Summary

The job description is for a Support Specialist role at Loopio, a remote-first workplace that offers opportunities for learning and growth. The role involves troubleshooting and resolving reported issues, creating and maintaining help center resources, partnering with other teams, and continuously learning about new features and product improvements.

Requirements

• 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 and a thirst to learn new technologies and tools
• 1 year experience in a customer facing role at a SaaS software company (nice to have)
• Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role
• Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage
• Excellent written and verbal communication skills with attention to detail
• Strong organizational skills, calendar management and prioritization are areas you're comfortable in!
• Ability to multitask and context switch with ease

Responsibilities

• 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 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
• 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
• 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
• 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

Benefits

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s
• You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries
• You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year)
• You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up!
• Join us in regular company socials, AMA (Ask-Me-Anything), and quarterly kick-off to celebrate the big wins and milestones as #oneteam!
• You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment
• We have Employee Resource Groups, various fun virtual activities, and many more moments for us to have fun and learn together!
• You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!