Associate Customer Support Specialist

Enable International; Toronto; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Support Specialist to join their Customer Success team. In this role, you will be pivotal in enhancing customer satisfaction by providing exceptional support and resolving queries related to a cutting-edge rebate management software. Your expertise will contribute to business improvement initiatives and ensure seamless communication with customers. This is an exciting opportunity to be part of a rapidly growing company that values innovation and customer experience. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Paid Time Off

Wellness Benefit

Comprehensive Insurance

Retirement Plan

Lucrative Bonus Plan

Equity Program

Career Growth

Free Food

Training

Pets

Qualifications

• Experience in Customer Support within a SaaS organization is essential.
• Strong problem-solving skills and ability to adapt to evolving technologies.

Responsibilities

• Provide frontline support to customers and resolve complex queries.
• Collaborate with cross-functional teams to improve customer experience.

Skills

Customer Support

Problem-solving

Communication

Analytical Skills

Relationship Building

Education

Bachelor’s degree in a relevant field

Job description

At Enable, we are transforming the supply chain with our cutting-edge rebate management software. We see rebates as a strategic advantage, strengthening partnerships, driving smarter decisions, and unlocking significant value across the entire supply chain – from manufacturers to consumers.

After securing $276M in Series A-D funding, we are positioned for continued, significant growth. Since the launch of our flagship product in 2016, we have been rapidly scaling our client base, product offerings, and built a team of top-tier talent committed to reshaping the industry.

Job Summary

As a Customer Support Specialist, you will be a member of our Customer Success (CS) team. You will work as part of a support team, alongside a Customer Support Manager, to deliver value to our customers through Enable’s software. A key element of your role will be providing frontline support to our customers. This will include solving customer problems, communicating with customers, troubleshooting technical issues, and escalating issues when required. You will also be expected to be involved in business improvement initiatives to improve the customer experience.

We are open to applicants with experience and knowledge suitable for either Associate, Experienced or Senior Customer Support Specialist roles. Title and salary will be based on experience and knowledge.

Duties And Responsibilities

• Have a good understanding of the breadth of the Enable software, enabling you to resolve customer queries.
• Provide a friendly and helpful service to customers when they contact Enable.
• Triage incoming customer requests independently.
• Resolve complex support tasks, with some assistance.
• Maintain an understanding of open support queries and escalate issues effectively to peers as and when required.
• Partake in key support initiatives, with management support.
• Expertly handle customer communications, with management support.
• Train and onboard new support team members.
• Collaborate with cross-functional teams, including Engineering and Product, to ensure timely resolution of customer issues and product improvements.

Knowledge, Skills, And Abilities (KSAs)

• Proven background in Customer Support within a SaaS organization.
• Skillful in building relationships with customers and communicating with them clearly.
• Strong problem-solving skills with prompt issue identification.
• Ability to understand the terms of complex trading arrangements.
• Capacity to adapt to evolving software systems, technologies, and customer needs.
• Track record of understanding the capabilities of a complex product such as a Fintech SaaS solution.
• Capacity to drive process improvements for customer support.
• Strong analytical skills to identify patterns in customer inquiries and areas for improvement.
• Ability to run training and onboarding for new team members.
• Track record in meeting metric expectations.

Required Education And Experience

• Experience in a Customer Support role within a SaaS organization.
• Proven track record in resolving complex customer queries.
• Experience working in a customer-facing role, ideally within a Fintech environment.

Preferred Education And Experience

• Bachelor’s degree in a relevant field.
• Familiarity with Enable’s software.

Supervisory Responsibilities

• Train and onboard new support team members.

Total Rewards

At Enable, we’re committed to helping all Enablees grow. During the interview process, we assess your level based on experience, expertise, and role scope, aligning it with our compensation bands. Starting pay is determined by factors like location, skills, experience, market conditions, and internal parity.

Benefits

Salary/TCC is just one component of Enable’s total rewards package. Enable is committed to investing in the holistic health and wellbeing of all Enablees and their families. Our benefits and perks include, but are not limited to:

• Paid Time Off: Take the time you need to relax and recharge.
• Wellness Benefit: Quarterly incentive dedicated to improving your health and well-being.
• Comprehensive Insurance: Health and life coverage for you and your family.
• Retirement Plan: Build your future with our retirement savings plan.
• Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance.
• Equity Program: Benefit from our equity program with additional options tied to tenure and performance.
• Career Growth: Explore new opportunities with our internal mobility program.
• Additional Perks:
• Free Food: Complimentary meals, snacks, and drinks on-site in our global offices.
• Training: Access a range of workshops and courses designed to boost your professional growth and take your career to new heights.
• Pets: Bring your pets to our welcoming, pet-friendly offices.

According to LinkedIn's Gender Insights Report, women apply for 20% fewer jobs than men, despite similar job search behaviors. At Enable, we’re committed to closing this gap by encouraging women and underrepresented groups to apply, even if they don’t meet all qualifications.

Enable is an equal opportunity employer, fostering an inclusive, accessible workplace that values diversity. We provide fair, discrimination-free employment, ensuring a harassment-free environment with equitable treatment.

We welcome applications from all backgrounds. If you need reasonable adjustments during recruitment or in the role, please let us know.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

Industries

Software Development