Customer Experience Representative

Dash Social; Vancouver; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A leading social media management platform seeks a Customer Experience Representative in Vancouver. You will be responsible for supporting customers through our chat system, troubleshooting issues, and creating social media reports. The ideal candidate has 1-2 years of experience in customer service and excellent communication skills. Join a diverse team that values growth and innovation, with benefits like flexible hours and work-from-home options.

Benefits

Vacation, personal, and sick days

RRSP / 401k matching

Annual mental health benefit

Quarterly wellness benefit

Donation matching

Parental leave top-up

Work-from-home options

Flexible hours and location

Team bonding activities

Qualifications

• 1-2 years of relevant customer-facing experience.
• Understanding of technology and troubleshooting skills.
• Excellent written and verbal communication skills.
• Strong organizational and time management skills.

Responsibilities

• Support customers through in-platform chat system (Intercom).
• Troubleshoot technical issues and answer platform-related questions.
• Create social media insights reports and presentation decks.
• Collaborate with Account Owners to support customer accounts.

Skills

Customer Experience

Technical Support

Communication Skills

Troubleshooting

Analytical Thinking

Education

Post-secondary degree or diploma

Job description

Discover

The Opportunity

As a Customer Experience Representative, you will be the in-platform expert for all Dash Social customers and prospects. Working closely with our Customer Success and Revenue teams, you will handle all incoming questions and issues via Dash Social's in-platform chat system. Your duties will also include various customer support activities such as deck building, product tagging, and fulfilling custom requests.

What you'll do

Responsibilities

• Maintain expertise in the Dash Social platform at all times.
• Support customers through our in-platform chat system (Intercom).
• Troubleshoot technical issues and answer platform-related questions.
• Create social media insights reports and presentation decks using Dash Social.
• Collaborate with Account Owners to support customer accounts as needed.
• Identify common user errors and provide timely solutions.
• Offer clear troubleshooting guidance via chat or virtual meetings.
• Communicate updates on bugs and product questions to customers and prospects.
• Join customer calls to escalate bug resolutions when necessary.
• Follow up and communicate bug fixes and resolutions.

What you'll need

Qualifications

• 1-2 years of relevant customer-facing experience, including in-person, online, or over the phone. Corporate customer experience is a plus.
• Understanding of technology and troubleshooting skills.
• Excellent written and verbal communication skills, with the ability to explain complex issues simply.
• Strong organizational and time management skills; ability to thrive in a fast-paced environment.
• Analytical thinking and critical problem-solving skills.
• SaaS or startup experience is an asset.
• Experience in digital social media marketing and related technologies is an asset.
• Post-secondary degree or diploma is an asset.
• Fluency in additional languages is an asset.

About You

• You quickly learn new technologies and enjoy understanding how things work. You are confident in figuring out unknowns.
• You prioritize customer needs and ask the right questions to diagnose issues.
• You think creatively and find innovative solutions to customer problems.
• You care about your work and your team, and enjoy collaborating.

We encourage candidates who may not meet all qualifications to apply, as Dash Social values diversity and inclusion. If you're interested and excited about this role, we welcome your application.

Core Skills

Communication Skills, Customer Experience, Support, Technical Support, Troubleshooting

About Dash Social

Dash Social is a social media management platform that empowers brands with insights and tools to stay ahead. We enable content creation that entertains, engages, and drives results. Join us to be part of a talented team recognized as a top employer in Canada.

Work With Us

We aim to build innovative solutions and support our team members' growth. Our culture promotes diversity and equal opportunity, welcoming applicants from all backgrounds.

Employee Benefits

• Vacation, personal, and sick days
• RRSP / 401k matching
• Annual mental health benefit
• Quarterly wellness benefit
• Donation matching
• Parental leave top-up
• Work-from-home options
• Flexible hours and location
• Team bonding activities

Required Experience: Unspecified seniority level.

Key Skills

Typing, Data Entry, Customer Service, Basic Math, Computer Skills, Windows, Upselling, Pricing, Sanitation, Cash Handling, Stocking

Employment Type : Full-Time

Experience : 1-2 years

Vacancy : 1