Customer Support Representative

iManage; Toronto; Hybrid; CAD 50,000 - 65,000; Full time

Job summary

A leading SaaS company in Toronto is seeking a Customer Support Representative to address global customer inquiries and provide feedback to product teams. This role requires a Bachelor's degree in Communication, previous customer service experience, and excellent communication skills. You will enjoy a flexible working policy with in-office presence required on certain days. The company offers a market competitive salary, performance bonuses, and comprehensive health benefits.

Benefits

Market competitive salary

Annual performance-based bonus

Comprehensive health benefits

Flexible time off policy

Company wellness days

Qualifications

• Bachelor’s degree in Communication or a related field is required.
• Previous customer service experience is preferred.
• Exceptional verbal and written communication skills.
• Attention to detail is vital for accuracy in tasks.
• Basic knowledge of computer programs is necessary.
• Must possess a can-do attitude and be well-organized.

Responsibilities

• Respond to global customer inquiries via phone and email.
• Report customer feedback to leadership.
• Create marketing collateral like newsletters and documentation.
• Test new product features and report bugs.
• Assist with onboarding activities and operational projects.

Skills

Excellent communication skills

Attention to detail

Ability to handle multiple priorities

Basic computer knowledge

Customer service experience

Education

Bachelor’s degree in Communication or related field

Tools

Microsoft Office Suite

Job description

Being a Customer Support Representative at iManage Means…

We offer a flexible working policy that supports a healthy balance between personal and professional well‑being. This role requires in‑office presence on Tuesdays & Fridays to collaborate, connect, and learn from peers — while also maintaining the flexibility for meaningful work‑life balance.

iM Responsible For…

• Responding to global customer inquiries over phone and email in a timely manner.
• Supporting our product roadmap by reporting feedback from our customers to leadership.
• Helping to create marketing collateral such as monthly newsletters, technical documentation and help center articles.
• Working with our internal teams to test new features and report bugs in the product.
• Helping with special projects to keep our team running such as: supporting day to day operations, maintaining external service agreements, and assisting in the onboarding activities for our new employees and customers.

iM Qualified Because I Have…

• A Bachelor’s degree in Communication or related field.
• Previous customer service experience.
• Excellent communication skills both written and verbal.
• Exceptional attention to detail, ensuring accuracy and precision in all tasks and deliverables.
• A passion for technology and knowledge of basic computer programs (Microsoft Office Suite).
• A can‑do attitude and ability to handle multiple priorities in an organized manner.

iM Getting To…

• Join a rapidly evolving, industry‑leading SaaS company on an exciting journey of growth and scalability.
• Take on meaningful, high‑impact challenges by leveraging cutting‑edge technologies and best‑in‑class protocols to drive innovation.
• Own my career path with our internal development framework. Ask us more about this!
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
• Enjoy flexible work hours that empower me to balance personal time with professional commitments.
• Collaborate in a modern, open‑plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

iManage Is Supporting Me By…

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance‑based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a Registered Retirement Savings Plan with a company match up to 5%.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need. Be it for vacation, volunteering, celebrating holidays, spending time with family, or simply taking time to recharge and reset.
• Having multiple company wellness days each year to prioritize mental health and well‑being.
• Providing access to RethinkCare, a global behavioral health platform that enhances personal well‑being, strengthens professional resilience, and empowers parental success through expert‑led training and resources.

About iManage…

At iManage, we are dedicated to Making Knowledge Work™. Our intelligent, cloud‑enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.