Customer Experience Representative

Talin; Toronto; Hybrid; CAD 55,000; Full time

Job summary

A tech startup in Toronto is seeking a Customer Experience Rep to join their growing team. This foundational role involves managing support tickets, onboarding customers, and improving AI interactions. The ideal candidate has startup experience and is excited about AI and customer success. The position offers a salary of $55K CAD/year, hybrid work opportunities, and professional growth within the company. Join a dynamic team that values high performance and learning.

Benefits

Equity package

Growth opportunities

Mentorship from leadership

Use of best-in-class tech tools

Qualifications

• At least 1 year of startup experience.
• Eager to break into customer success.
• Excited about AI and automation.
• Naturally helpful and empathetic.
• Technically savvy and can troubleshoot.
• Clear communicator capable of explaining concepts simply.
• Self-starter mentality.

Responsibilities

• Manage support tickets via multiple channels.
• Train and refine the AI support agent.
• Onboard new customers effectively.
• Troubleshoot customer problems.
• Build help resources like articles and videos.
• Monitor account health and flag risks.
• Become a product expert.
• Collaborate cross-functionally with teams.

Skills

Startup experience

Customer success interest

AI and automation enthusiasm

Empathy

Technical troubleshooting

Clear communication

Self-starter

Job description

About Talin

Talin is a Toronto-based tech startup building AI-powered automation for staffing and recruiting agencies. We help agencies scale by automating key components of how agencies attract customers and place talent with our AI native platform. We grew 4x in 2025 and are now expanding our customer success team to support our next phase of growth.

About this role

We're hiring our first Customer Experience Rep—someone eager to break into customer success and build a career helping customers win. You'll be the front line of support for our customers, solving problems, onboarding new users, and making sure our customers get value from Talin every single day.

You'll be supported by an AI agent that automatically handles the simplest, most repetitive support tickets. This means you'll spend less time on "password reset" requests and more time on meaningful customer interactions—solving complex problems, running onboarding, and improving our support systems. You'll also be responsible for training and refining this AI agent, teaching it to handle more over time.

This role reports to our Head of Customer Experience. You'll manage support tickets, troubleshoot technical issues, run onboarding sessions, and become an expert on how staffing agencies use our platform. Over time, you'll take on more strategic work—like proactive account health monitoring, churn prevention, and customer education programs.

This is a great role for someone who wants to learn AI enabled customer success from the ground up in a fast-growing startup.

Must Haves

• At least 1 year of startup experience—you've seen how early-stage companies operate and you're comfortable with ambiguity
• Eager to break into customer success—you might be coming from support, operations, sales, or a customer-facing role, but you're ready to go deep on CS
• Excited about AI and automation—you see AI as a tool that makes you more effective, not a threat; you're curious about how to train and improve automated systems
• Naturally helpful and empathetic—you genuinely care about solving problems and making customers' lives easier
• Technically savvy—you can troubleshoot integrations, understand APIs, and learn new software quickly
• Clear communicator—you can explain complex concepts simply, both over email and on calls
• Self-starter mentality—you don't wait to be told what to do; you see problems and fix them
• Based in Toronto and excited about hybrid work (3 days/week in office)

What you'll be doing

• Managing support tickets via email, chat, and Intercom—responding quickly, diagnosing issues, and escalating to engineering when needed
• Training and refining our AI support agent—reviewing the tickets it handles, identifying where it struggles, and teaching it to resolve more issue types over time
• Onboarding new customers—running kickoff calls, walking users through platform setup, and ensuring smooth activation
• Solving customer problems—troubleshooting integrations (ATS connections, email deliverability, data syncs), helping customers optimize campaigns, and unblocking users
• Building help resources—creating knowledge base articles, video walkthroughs, and FAQs based on common questions
• Monitoring account health—tracking usage, identifying at‑risk accounts, and flagging churn risks to leadership
• Becoming a product expert—learning Talin inside and out, including how staffing agencies operate and what problems they're solving with our platform
• Collaborating cross-functionally—working with sales (smooth handoffs), product (customer feedback), and engineering (bug reports and feature requests)

What we're offering

• Salary: $55K CAD/year
• Equity package
• Hybrid work (3 days in office, downtown Toronto) - please do not apply if looking for remote only
• Growth opportunity: This is a foundational role. As we scale, you'll have the chance to grow into senior CS roles, account management, or customer success leadership
• Learn from the best: You'll work closely with our Head of Customer Experience and get mentorship from our leadership team
• World-class tech stack: You'll use best-in-class tools and AI support to work smarter, not harder

What it's like to work at Talin

Talin is an early-stage startup focused on building a lean, exceptional team—what we believe will be a hallmark of great SaaS companies of the future.

There are lots of hats to wear and tons of impact to be had. At our core, we're a team that wins together, loses together, and tries to be a bit better every day.

We value constant iteration and improvement—but we fight for simplicity. We think great companies are tough on problems and don't mind pressure, but always stay kind to people.

We're a warm and accepting team, but also one that demands high performance. We have ambitious goals and want to bring along people who also aim high. If you're looking for a role where you can coast under the radar, this isn't it.

At the same time, we know that we need to enjoy the ride. Ambition and goals are important, but there's value in being present in what we're doing. Annual company retreats, regular team events, and not taking ourselves too seriously are key parts of what we're building here.