Customer Support Representative

Foreplay; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Foreplay, based in Toronto with a fully remote team, is seeking a Customer Support Representative to handle inquiries and resolve issues across multiple channels. You will own tickets from start to finish, learn Foreplay products, and help scale customer support while maintaining a human, personalized experience.

You will work within US time zones, rotate shifts including weekends, and contribute to knowledge base content and support metrics as Foreplay grows its customer base.

Qualifications

• 1–2 years in a customer-facing role, SaaS experience preferred.
• Experience with Foreplay and/or digital advertising is a plus.
• Excellent written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to customers.
• Ownership mindset: ensure issues get resolved.
• Comfortable documenting and escalating bugs.
• Remote work in a distributed team.
• Comfortable rotating shifts, including weekends.
• Familiar with using AI tools to improve productivity while staying personable.

Responsibilities

• Respond to customer support tickets via live chat and email during assigned US business hours.
• Take ownership of customer issues from initial request through resolution.
• Develop understanding of Foreplay's products (Discovery, Spyder, Lens, Swipe File, Boards, API).
• Troubleshoot product, account, billing, subscription, integration, and technical issues.
• Identify bugs and escalate to Product or Engineering teams.
• Proactively follow up on escalated issues until resolved.
• Maintain accurate customer and ticket records in internal systems.
• Create and maintain Help Center articles, FAQs, and troubleshooting docs.
• Use AI tools to improve efficiency while keeping interactions warm and personalized.
• Contribute to support metrics such as response time, resolution time, CSAT, backlog, and trends.

Skills

Customer-facing

SaaS experience

Strong English

Problem solving

Troubleshooting

Documentation

Remote work

AI tools usage

Tools

AI tools

Job description

Careers / Customer Support Representative

Customer Support Representative

Job Description

About Us:

Foreplay redefines the way marketers engage with ads - empowering them to save ads into a personalized swipe file, curate briefs, and spy on competitors' entire ad libraries.

Founded in 2021, Foreplay is a fast-growing, bootstrapped, and profitable SaaS company building the future of ad creative workflows. Based in Toronto, Canada, with a fully remote team across multiple countries, we're a scrappy and fast-moving startup focused on helping marketers discover, analyze, organize, and leverage the best-performing ads.

Today, more than 10,000 marketers, brands, and agencies use Foreplay to make their creative research and advertising workflows faster and more effective.

The Role:

We're seeking a Customer Support Representative to be a primary point of contact for our customers and community members. You'll play a pivotal role as we scale the business by handling inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels.

Responsibilities:

• Respond to customer support tickets via live chat and email during assigned US business hours.
• Take ownership of customer issues from the initial request through resolution, including troubleshooting, follow-up, and clear communication.
• Develop a strong understanding of Foreplay's products, including Discovery, Spyder, Lens, Swipe File, Boards, and API-related features.
• Troubleshoot product, account, billing, subscription, integration, and technical issues within your scope.
• Identify potential bugs and recurring product issues, document them clearly, and escalated them to the appropriate Product or Engineering team.
• Proactively follow up on escalated issues and keep customers informed until the issue is resolved.
• Maintain accurate and detailed customer and ticket records in our internal systems.
• Create and maintain helpful Help Center articles, FAQs, and troubleshooting documentation based on common customer questions.
• Use AI tools to improve efficiency while ensuring every customer interaction remains warm, human, accurate, and personalized.
• Contribute to support metrics such as response time, resolution time, CSAT, ticket backlog, and recurring issue trends.

Qualifications:

• 1-2 years of experience in a customer-facing capacity, preferably within the technology sphere, with a focus on SaaS
• Experience with Foreplay and/or digital advertising is a major plus.
• Exceptional written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to both technical and non-technical customers.
• Strong sense of ownership: you don't simply answer a ticket; you make sure the customer's issue gets resolved.
• Comfortable identifying, documenting, and escalating product bugs.
• Strong attention to detail when documenting tickets and customer issues.
• Comfortable working independently in a remote environment.
• Comfortable using AI tools to improve productivity while maintaining a human, personalized customer experience.
• Comfortable working rotating shifts, including occasional weekend coverage.

What You Need:

• A laptop with a reliable internet connection
• Willingness and ability to work assigned shifts, which may include weekends, within US time zones.