Customer Success Specialist Vancouver

Durable Technologies Inc; Vancouver; On-site; CAD 55,000 - 75,000; Full time

Job summary

A technology company in Vancouver is looking for a Customer Success Specialist to deliver exceptional customer experiences. The role emphasizes fast support, customer onboarding, and proactive problem-solving in an AI-focused environment. Ideal candidates should have experience in support roles, strong communication skills, and a passion for customer success. This hybrid position requires two in-office days a week and offers comprehensive benefits.

Benefits

Health and dental coverage

Professional development opportunities

Team-building activities

Qualifications

• 1–2 years of experience in customer support or success roles, preferably in SaaS or AI.
• Strong communication and problem-solving skills.
• Curiosity about how things work.

Responsibilities

• Provide fast customer support across various channels.
• Collaborate with customers to ensure onboarding success.
• Identify opportunities to increase customer value.

Skills

Customer support

Problem-solving

Communication

AI-native mindset

Empathy

Tools

Intercom

Stripe

Job description

Overview

At Durable, our mission is to make owning a business easier than having a job. We’re designing a new category of technology: DIFY (Do It For You). We want to live in a world where anyone can be a business owner, and where the tools they use feel invisible, intuitive, and beautifully crafted. Since launching in late 2022, over 10 million websites have been created using our AI-powered platform. We’re generating significant revenue, backed by top-tier Silicon Valley investors, and scaling quickly. We’re building the AI-native experience of entrepreneurship and are looking for world-class designers to help bring it to life. If you’re excited by 0→1 design, AI as a lever for entrepreneurial value, and making technology feel human, you’ll love what we’re building.

The Role

We’re looking for a Customer Success Specialist who thrives in a fast-paced, AI-first environment and knows how to show up with a human touch when it counts. This role is about delivering exceptional outcomes — not just answering questions. You’ll guide new customers, resolve issues with urgency and clarity, and ensure our users are building beautiful, high-performing websites that help them grow their businesses.

Responsibilities

• Provide fast, high-impact customer support across chat, email, and screenshare sessions — delivering real help, not deflection.
• Collaborate with customers 1:1 to ensure onboarding is smooth, their sites are set up for growth, and they’re getting real value from Durable.
• Act as a bridge between AI workflows and human expertise — stepping in with precision when needed.
• Identify and activate opportunities to increase ARPU and LTV by introducing features that align with the customer’s needs.
• Triage and resolve issues quickly, aiming for first-contact resolution wherever possible.

CX System Builder

This isn’t just a support role — it’s a chance to help build the future of Customer Experience at Durable. You’ll contribute to designing systems that deeply understand our customers, spot issues before they become problems, and offer proactive solutions through AI and automation. You’ll work closely with Product, Engineering, and AI teams to feed in real customer insights, shape tooling, and improve workflows for the platform as a whole.

We’re architecting how tomorrow’s customer experience should work — ensuring our systems don’t just react, but anticipate, guide, and resolve with elegance and speed.

What You Bring

• AI-Native Mindset: You’re fluent in modern tools and workflows — and know when human judgment is critical.
• 1–2 years of experience in customer support, success, or service roles — ideally in SaaS, AI, or design-led platforms.
• A passion for connecting with people and helping them succeed in real, tangible ways.
• Strong communication and problem-solving skills — you turn confusion into clarity.
• Curiosity about how things work, and how they can work better.
• Empathy, adaptability, and calm in dynamic, high-growth environments.
• Bonus: Experience with tools like Intercom, Stripe, and website builders, or interest in CX tech and automation.

Why Join Us?

• AI at the core: Build and support tools that scale service without compromising quality.
• Real impact: Help shape the future of customer experience — and the systems behind it.
• Hybrid Flexibility & Gastown HQ: Our Vancouver office offers great views; in-person collaboration is valued, with two in-office anchor days per week.
• Comprehensive Benefits: Health and dental coverage to support your well-being.
• Professional Development: Opportunities like conferences, courses, and speaking engagements.
• Team Events: Retreats and team-building activities.

Location

This is a hybrid role based in Vancouver, B.C. We have two in-office anchor days — Mondays and Thursdays. Your in-office days may vary based on customer calls, but we expect two days in-office per week.