Customer Solution Specialist

Social Leverage; Toronto; On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Direct customer impact

Health & wellness stipend

Annual international offsite

Team lunches & meetups in Toronto

Job summary

Ribbon is seeking a Customer Solution Specialist to help customers succeed with our AI hiring platform. You’ll troubleshoot issues, guide users through the product, and collaborate with Success, Product, and Engineering to improve the support experience.

This entry-level role emphasizes customer-centric problem solving, clear communication, and hands-on technical work with integrations and APIs, in a Toronto on-site setting.

Qualifications

• 1–3 years in technical support or a similar B2B SaaS role.
• Strong problem-solving and ability to troubleshoot software issues.
• Excellent communication with customers and cross-functional teams.
• Experience with ATS platforms, HR tech, APIs, integrations, Intercom.

Responsibilities

• Be the first line of support for customers and candidates, helping troubleshoot issues quickly, clearly, and professionally.
• Investigate technical problems across Ribbon’s platform, AI interviews, workflows, and integrations, then partner with Engineering and Product to drive resolution.
• Support Customer Success with onboarding, implementation, configuration, and customer enablement where technical expertise is needed.
• Create and maintain clear internal documentation, troubleshooting guides, and customer-facing help content to improve the support experience.
• Identify recurring issues, product gaps, and customer pain points, then share actionable feedback with Product and Engineering.
• Help deliver a reliable, responsive, and high-quality customer experience as Ribbon scales with enterprise and high-volume hiring teams.

Skills

Customer Experience

Customer Success

Customer Support

Problem Solving

Technical Documentation

Technical Support

Tools

Intercom

APIs

Integrations

ATS platforms

HR tech

Job description

Help Ribbon’s customers succeed by making sure their teams, candidates, and hiring workflows run smoothly. As a Customer Solution Specialist, you’ll be on the front lines of customer experience, helping users troubleshoot issues, understand the product, and get the most out of Ribbon’s AI hiring platform.

You’ll work closely with Customer Success, Product, and Engineering to investigate technical questions, resolve customer issues, document recurring problems, and improve the overall support experience. This is a hands-on role for someone who is technical, customer-focused, organized, and excited to help companies adopt AI in one of the most important parts of their business: hiring.

About Ribbon

Ribbon is building the future of hiring: faster, smarter, and built for scale. Recognized by Fast Company as one of the Most Innovative Companies of 2026 and featured by The New York Times, BBC, Inc., and Bloomberg, we’re helping employers find the right people 10× faster. Our always-on voice AI interviewer screens candidates in minutes, identifies top talent automatically, and frees recruiters to spend time where it matters most. We work with some of the largest Fortune 500 customers in automotive, self-storage, logistics, and high-volume hiring. Ribbon is helping teams dramatically reduce time-to-hire, raise candidate quality, and scale without adding headcount.

How You’ll Make An Impact

• Be the first line of support for customers and candidates, helping troubleshoot issues quickly, clearly, and professionally.
• Investigate technical problems across Ribbon’s platform, AI interviews, workflows, and integrations, then partner with Engineering and Product to drive resolution.
• Support Customer Success with onboarding, implementation, configuration, and customer enablement where technical expertise is needed.
• Create and maintain clear internal documentation, troubleshooting guides, and customer-facing help content to improve the support experience.
• Identify recurring issues, product gaps, and customer pain points, then share actionable feedback with Product and Engineering.
• Help deliver a reliable, responsive, and high-quality customer experience as Ribbon scales with enterprise and high-volume hiring teams.

We are looking for someone who

• Has 1–3 years of experience in technical support, customer support, implementation, customer success, or a similar role at a B2B SaaS company.
• Is a strong problem-solver who can troubleshoot software issues, ask the right questions, and turn unclear problems into clear next steps.
• Communicates clearly, patiently, and professionally with customers, candidates, and internal teams.
• Is organized, detail-oriented, and able to manage multiple support requests with urgency, accuracy, and follow-through.
• Works well cross-functionally with Customer Success, Product, and Engineering to resolve issues and improve the customer experience.
• Has a customer-first mindset and takes pride in turning confusing or frustrating situations into great experiences.
• Experience with ATS platforms, HR tech, APIs, integrations, Intercom, or technical documentation.

Why Ribbon

• Competitive salary + meaningful equity. We want you thinking like an owner because you are one.
• Direct customer impact. You’ll shape how companies adopt AI in one of the most important parts of their business: hiring.
• Cutting-edge tech. Work with the latest AI tooling, not yesterday’s stack.
• High-growth environment. Join at the inflection point of a fast-scaling, VC-backed company.
• Health & wellness stipend. Your mind and body are part of the product.
• Annual international offsite. Each year, we take our team on an exciting journey to a different international destination. It’s more than just travel, it’s an investment in alignment and collaboration.
• Team lunches & meetups in Toronto. A flexible hybrid work environment.

Location Toronto, ON, Canada

Work Mode On-site

Seniority Entry Level

Function Customer Service

Company Size 11-30 employees

Skills Customer Experience Customer Success Customer Support Problem Solving Technical Documentation Technical Support