Customer Success Specialist

Port 443 Inc.; Burlington; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Free snacks and coffee

Fun company social events

Health benefits plan

GRSP with company match

Job summary

Port 443 Inc. is seeking a dedicated Customer Success Specialist to enhance customer experiences with our SaaS products. You’ll engage with customers via various channels, addressing their needs and ensuring satisfaction.

The ideal candidate has 2+ years of experience in a similar role and possesses strong troubleshooting and communication skills. This position offers a vibrant work environment with various perks, including health benefits and company events.

Qualifications

• 2+ years as a customer success specialist in a SaaS company.
• Ability to troubleshoot and investigate customer issues.
• Exceptional communication skills for customer engagement.

Responsibilities

• Communicate with customers via phone, video call, and email.
• Record customer feedback and respond promptly to issues.
• Educate customers on product value and maintain engagement.

Skills

Customer interaction

Troubleshooting

Communication skills

Customer-centric mindset

Patience and empathy

Job description

At Port443, we work together, laugh together, and, yes, eat a lot of donuts together. (Seriously, check out our Instagram, it’s basically a food blog at this point!). Lunchtime often turns into a mini Mario Kart tournament. We’re pretty competitive. Our products, My Music Staff, TutorBird, and AthletaDesk, are always evolving, so there’s never a dull moment around here. Every day, we connect with thousands of users worldwide, and if you ask them what they love most about us, they’ll tell you it’s because we listen. We go above and beyond to understand their needs, and that’s why our members are at the heart of everything we do. Their ideas and feedback shape our products.

About You

You’re a people person. You’re friendly, patient, and willing to jump in to help a teammate who needs it. You’re flexible and always ready to hit the ground running, figuratively and literally… we have a treadmill desk at the office! You’re a strong communicator who can explain some complex invoicing/accounting concepts with simplicity and clarity. You’ve got an eye for detail, so you’ll spot that typo and fix before you hit send.

What You Bring

• 2+ years of experience working as a customer success specialist at a SaaS company
• Technical knowledge – you must be able to troubleshoot, investigate, and think outside the box
• Exceptional written and verbal communication skills that engage our customers
• Talent for decoding customer requests, figuring out what they really need even when they’re not quite sure how to explain it
• A positive customer-centric mindset
• An abundance of patience and empathy

What You’ll Do

• Communicate with customers by phone, video call, and email
• Record all incoming feedback and respond to customer issues in a timely fashion
• Maintain an enthusiastic and dedicated approach to understanding customers’ needs
• Educate customers on the full value of our products and services
• Serve as the voice of the customer and provide internal feedback on how we can better serve them
• Work closely with the development team to identify bugs and track feature requests

Other Perks/Benefits

• Free snacks and coffee – because we know the way to your heart.
• Fun company social events throughout the year – and yes, significant others are always welcome!
• Cool company swag when we hit milestones – check out our IG to see some of our past goodies.
• Comprehensive health benefits plan + health spending account – go ahead and book that massage. You’ve earned it.
• GRSP with company match – a little something for future you, too.