Customer Success Specialist

Ziff Davis; Remote; CAD 55,000 - 70,000; Full time

Job summary

A leading digital marketing firm in Canada is seeking a Technical Support Specialist to manage incoming support tickets and assist new customers via video calls. The ideal candidate will have a minimum of 2 years' experience in a SaaS-oriented technical support role, strong time management skills, and proficiency with ticketing systems like Zendesk. The role comes with a competitive salary range of $55,000 CAD to $70,000 CAD and opportunities for professional growth.

Benefits

Competitive salary

Professional growth opportunities

Work-life balance with paid time off

Employee engagement programs

Qualifications

• Minimum of 2 years of experience in a SaaS-oriented Technical Support or Customer Success role.
• Experience supporting tools and platforms with an ability to explain software functionalities.
• Ability to navigate tense conversations regarding churn while maintaining composure.

Responsibilities

• Manage incoming support tickets via email and chat, addressing product functionality and technical issues.
• Provide step-by-step instructions for platform actions.
• Engage with at-risk customers via video calls to resolve technical blockers.

Skills

Time management

Technical troubleshooting

Strong communication

Customer engagement

Tools

Zendesk

JIRA

Job description

Why Consider this Job Opportunity

• Competitive salary range of $55,000 CAD to $70,000 CAD
• Opportunities for professional growth through educational support, mentorship programs, and career development resources
• Dynamic and collaborative work environment where your performance has a direct impact
• Work‑life balance with paid time off when you need it
• Employee engagement programs and recognition awards to celebrate contributions
• Supportive company culture that values diversity, equity, and inclusion

What to Expect (Job Responsibilities)

• Manage a continuous stream of incoming support tickets via email and chat, addressing product functionality, billing, and technical troubleshooting
• Provide detailed, step‑by‑step instructions for platform actions and data management tasks
• Engage with at‑risk customers via video calls to identify and resolve technical blockers
• Proactively lead video sessions with new customers to provide orientation on the platform's features
• Monitor platform activity during the first 90 days to encourage adoption and usage

What is Required (Qualifications)

• Minimum of 2 years of experience in a SaaS‑oriented Technical Support, Customer Success, or Onboarding role
• Highly developed time management skills to balance high‑volume ticket resolution and scheduled video calls
• Experience supporting tools and platforms, with comfort in explaining software functionalities
• Proficiency with ticketing platforms and issue tracking tools (e.g., Zendesk, JIRA) is highly preferred
• Ability to navigate tense conversations regarding churn and maintain a calm demeanor under pressure

How to Stand Out (Preferred Qualifications)

• Experience in a customer‑facing role that requires technical troubleshooting via video conference
• Deep mastery of Moz Pro and Moz Local or similar platforms
• Familiarity with providing analysis of technical performance data to identify trends and opportunities for improvement
• Professional demeanor with a high comfort level on camera
• Strong communication skills, focusing on education over execution to empower customers

#DigitalMarketing #CustomerSuccess #SEO #SaaS #RemoteWork

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