Customer Service Representative

Jodie Inc.; Canada; Hybrid; CAD 48,000 - 68,000; Full time

Benefits offered by this job

Paid leave

Learning budget

Company laptop

Pension plan

Remote-friendly

Job summary

Jodie Inc. is seeking a customer support specialist to help business owners set up Jodie, answer questions clearly, and take responsibility for resolving problems. You’ll assist US and Canadian clients during their business day, guiding them from setup to daily use.

You will troubleshoot features, communicate steps clearly, and escalate issues with context for engineering teams. The role emphasizes turning common questions into improved self-help resources and providing reliable resolutions.

Qualifications

• Experience helping customers with a software product or service requiring careful troubleshooting.
• Clear written English, patient listening and the ability to explain a process one step at a time.
• Good judgement around customer information, access permissions and escalation.
• Evidence of following an issue through to a useful resolution, even when another team needs to help.

Responsibilities

• Support customers by email, chat and phone, from their first setup to everyday product questions.
• Troubleshoot call forwarding, notifications and account settings using clear, safe diagnostic steps.
• Escalate reproducible issues with the context engineering needs, while keeping the customer informed.
• Turn repeat questions into better help articles and share patterns that could improve the product.

Skills

Customer support

Clear written English

Problem solving

Escalation handling

Job description

Be the person a customer is glad they reached. Help business owners set up Jodie, answer questions clearly and take responsibility for getting problems resolved.

The work matters.

Jodie AI is a UK company building an AI receptionist for busy businesses. Jodie answerscalls, captures the important details and helps owners get back to customers, even whenthey can't pick up themselves.

Serve US and Canadian business owners during their working day. Share regional feedback and leave clear handovers for the London team.

What you'll own

• Support customers by email, chat and phone, from their first setup to everyday product questions.
• Troubleshoot call forwarding, notifications and account settings using clear, safe diagnostic steps.
• Escalate reproducible issues with the context engineering needs, while keeping the customer informed.
• Turn repeat questions into better help articles and share patterns that could improve the product.

What you'll bring

• Experience helping customers with a software product or a service that needs careful troubleshooting.
• Clear written English, patient listening and the ability to explain a process one step at a time.
• Good judgement around customer information, access permissions and escalation.
• Evidence of following an issue through to a useful resolution, even when another team needs to help.

Useful, but not essential

Experience with a help desk, number forwarding or small-business software. We can teach the product.

You don't need a particular degree or every nice-to-have. Show us the relevant workyou've done and how you think.

Your first 90 days

A starting point we'll shape together, with clear priorities and support.

• By day 30

  Complete product training and resolve common enquiries with a teammate.

• By day 60

  Own your queue, communicate confidently and produce complete, useful escalations.

• By day 90

  Deliver reliable resolutions and improve a recurring support issue or help-centre journey.

Where and when you'll work

Full-time, 40 hours a week, Monday to Friday. Based in the US or Canada, working an agreed eight-hour schedule within 08:00-18:00 Eastern Time. Your exact schedule is agreed before offer.

You'll need to be based in one of the listed countries. We'll confirm the employingarrangement, local benefits and any location restrictions with you before moving toan offer.

Tell us your location and whether you need visa sponsorship when you apply. We willdiscuss feasibility early; sponsorship and relocation support are not guaranteed.

What you'll earn

Annual base salary, before tax

Annual base salary, before tax

Where you sit in the range reflects the scope you can own and the relevant skills youbring. We discuss this early, using the published band rather than your previous salary.

The benefits

01

Pay worth moving for

A published salary range for every role. Sales roles show base pay and on-target earnings separately, so you know exactly what you are considering.

02

Proper time off

30 days of paid annual leave, plus the public holidays where you work. Time to switch off, come back fresh and have a life outside work.

03

Keep getting better

A GBP 2,000 annual learning budget, or local-currency equivalent, for useful courses, books and conferences. Build skills you can put to work.

04

Tools that do the job

A company laptop, the software you need and a suitable workspace setup. Remote roles include support getting your home workspace ready.

05

Support for your future

A 5% employer pension contribution for UK employees. Regional retirement contributions and benefits are set out in your local offer.

06

Room to make a difference

Own meaningful work, speak directly with the people making decisions and see your ideas reach customers. Clear priorities and useful feedback.

The package above is for full-time employees. Local eligibility and benefit differenceswill be set out in your offer. Statutory entitlements apply in the country where you areemployed.

A clear, practical hiring process

• A first conversation. Talk about your experience, the work, location andcompensation.
• A look at how you work. Respond to two fictional customer enquiries and explain how you would investigate an unfamiliar issue. We'll share the format and expected time beforehand.
• Meet the team. Discuss the way we'd work together, ask your questionsand review next steps.

We use role-related evidence to make decisions. Please don't share confidential work orcustomer information. Tell us if an adjustment would help you show your strengths.