Customer Support Representative

Mentimeter; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A leading engagement tool provider in Toronto is seeking a Customer Support Representative to help users succeed with the product. This role requires strong customer support experience, excellent communication skills, and a proactive approach to problem-solving. You will work in a hybrid model, engaging with a diverse team to enhance the user experience and support the organization's growth.

Benefits

Competitive compensation

Pension contributions

Professional development access

Qualifications

• Proven experience in customer support or another customer-facing role, ideally within SaaS or tech.
• Technically curious and skilled at troubleshooting web-based products.
• Dynamic and proactive, turning ideas into action and plans into results.

Responsibilities

• Deliver excellent support by responding to customer inquiries via chat and email.
• Develop deep product expertise and act as a go-to resource.
• Champion our customers by identifying recurring issues.

Skills

Customer support experience

Excellent written and spoken English

Technical troubleshooting

Emotional intelligence

Organizational skills

Sales support experience

Tools

Intercom

Slack

Google Suite

Job description

Overview

Mentimeter is an engagement tool with a clear goal in mind: to turn presentations into conversations. Through real-time interactivity and clear visualizations, we help people participate, engage and work more productively. We aim to transform passive meetings, classrooms, and trainings into valuable and memorable moments.

We believe best results come from doing things together. Successful leaders adopt a curious and collaborative mindset to achieve ambitious goals. With you at Mentimeter, you’ll contribute to the ambition to help over 1 billion people listen, learn and work better together.

We’re looking for a Customer Support Representative to join our fast-moving support team in Toronto. You’ll be the trusted advisor to our users—helping them look like stars on stage and ensuring every interaction leaves them feeling confident and supported. You’ll work closely with colleagues in Toronto, collaborate with our HQ in Stockholm, and play a vital role in scaling Mentimeter’s world-class customer experience.

Mentimeter is a service loved globally and our growth has been nearly 100% organic. Sales are growing, and you will be a driving force to accelerate that growth even further.

We seek a brilliant person with the ambition to contribute to Mentimeter’s development as a world-leading company. You will be one of the leading individuals making this happen.

Responsibilities

• Deliver excellent support by responding to customer inquiries via chat and email with empathy, speed, and clarity.
• Develop deep product expertise and act as a go-to resource for troubleshooting, advanced use cases, and best practices.
• Champion our customers by identifying recurring issues and sharing insights with Product, Sales, and Marketing to influence improvements.
• Handle operational requests such as payments, refunds, reseller processes, and invoices with professionalism and accuracy.
• Improve support resources by creating and refining Help Center articles, internal documentation, and scalable workflows.
• Spot opportunities for growth by collaborating with Sales to highlight potential leads from support interactions.
• Drive innovation by taking initiative, proposing improvements, and helping implement tools and automations to elevate the support experience.
• Be a culture carrier by modeling professionalism, emotional intelligence, and accountability—setting an example for the wider team.

Who you are

• Proven experience in customer support or another customer-facing role, ideally within SaaS or tech.
• Excellent written and spoken English; able to adapt tone and style to different audiences.
• Technically curious and skilled at troubleshooting web-based products.
• Professional, setting the standard for clear, respectful, and reliable communication.
• Customer-obsessed, with a passion for helping people succeed and acting on feedback.
• Business-savvy, understanding how great support drives adoption, growth, and retention.
• Empathetic, with strong emotional intelligence to build trust and handle challenges with care.
• Organized and self-managed, thriving in a fast-paced environment.
• Dynamic and proactive, turning ideas into action and plans into results.
• Open to feedback and accountable, unafraid of mistakes and eager to learn from them.
• Flexible, ambitious, and motivated to continuously grow and develop.
• Experience supporting enterprise (B2B) customers or working in sales.
• Familiarity with our support stack: Intercom, Linear, Stripe, Slack, Google Suite.
• Additional languages or unique skills that help us serve our global user base.

What resources do we have to support you

• A support team currently consisting of twelve colleagues
• First-in-class support tools and scalable solutions such as resolution bots, saved replies and a comprehensive help center
• Robust onboarding and hands-on training
• Beautiful office with everything you need to perform your work

The recruitment process

• Personality test and logical ability test
• Introduction Interview
• Business Case
• Competence Interview
• Culture Interview

Work location & schedule

Mentimeter follows a Hybrid Working Schedule – you will be required to work out of our Downtown Toronto office 3 days a week (usually Monday, Wednesday and Thursday).

What Mentimeter can offer

We offer a diverse and inclusive work environment supported by smart and driven colleagues. We believe in continuous professional development for all colleagues, including access to a leadership program (including external personal coach) and relevant education to ensure we remain state-of-the-art in innovation. You will join a growing company with career opportunities, working on a beloved product used by more than 300 million people. We also emphasize work-life balance and competitive compensation and benefits, including pension contributions.

Culture at Mentimeter

We believe in giving everyone a voice—regardless of who you are. Our platform is not only our product but also our organization: a safe environment where differences are embraced and that is fun to be in. We strongly encourage applicants who are people of color, LGBTQ+, women, people with disabilities, and/or formerly incarcerated people, and a college degree is not strictly required.

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