Customer Support Representative Vancouver, BC (Remote)

7shifts Inc.; Vancouver; Remote; CAD 50,000 - 75,000; Full time

Benefits offered by this job

Health & dental insurance

Lifestyle spending accounts

Flexible parental leave

Flexible vacation policy

90 Day Shift program

Job summary

7shifts Inc. in Canada is seeking a Customer Support Representative to be the first point of contact for customers via chat, email and phone, delivering empathetic, solution-focused support and helping them unlock the full value of our platform.

You’ll educate customers on basic product use, create training materials and videos, identify how customers can benefit, track requests, report bugs, and collaborate with the Support team to drive satisfaction and retention.

Qualifications

• 1–2 years of experience in a technical customer support role.
• Strong written and verbal communication skills.
• Experience working with web and mobile apps and effective troubleshooting.
• Resourceful, resilient approach to problem-solving with keen attention to detail.
• Ability to learn quickly and stay up to date on new features and product releases.
• Curiosity to learn and tackle new challenges, owning customer interactions with thorough investigation and clear communication.
• Empathy and efficiency in addressing customer needs.

Responsibilities

• First point of contact with customers via chat, email, and phone to troubleshoot and solve concerns.
• Educate customers on basic product training, including developing training materials and videos.
• Identify ways customers can benefit from the product and provide creative solutions.
• Proactively track requests and common issues, and report software bugs to the appropriate teams.
• Collaborate closely with the Support team by participating in team meetings and discussions.

Skills

Technical customer support

Strong communication

Troubleshooting

Learn quickly

Empathy

Detail orientation

Curiosity

Job description

7shifts is a scheduling and payroll platform designed to help restaurant teams thrive. With an easy‑to‑use app and industry‑specific solutions, 7shifts saves time, reduces errors, and helps keep costs in check for over 55,000 restaurants.

Our mission is to simplify team management and improve performance for restaurants, with a long‑term vision of creating a thriving restaurant industry through the power of connected & engaged teams.

Customer Support Representative – You’ll be a key driver of customer satisfaction and retention by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you’ll provide personalized, empathetic, and solution‑focused support and serve as a key contributor to the success of 7shifts.

What you’ll do:

• First point of contact with 7shifts customers via chat, email, and phone to troubleshoot and solve concerns
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential
• Identify ways customers can benefit from the product, understanding their business challenges and finding creative solutions
• Proactively track requests and common issues, and report software bugs to the appropriate teams
• Collaborate closely with the Support team by actively participating in team meetings and discussions

What you bring:

• 1–2 years of experience in a technical customer support role (or similar)
• Strong written and verbal communication skills – the first point of contact for customers
• Experience working with web and mobile apps and effective troubleshooting
• A resourceful, resilient approach to problem‑solving, using available tools and keen attention to detail
• The ability to learn quickly and stay up to date on new features and product releases
• Curiosity to learn and tackle new challenges, owning customer interactions—ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for customers and internal teams
• Empathy and efficiency in addressing customer needs

It’d be even cooler if you had:

• Experience in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Experience working in the restaurant industry
• Fluency in Spanish or French

Compensation

The base compensation range is CAD $50,000 – CAD $75,000. This reflects the growth path for the role, from building core skills to advanced performance and mastery. Compensation at 7shifts is performance and growth driven; as you develop your skills and expand your impact, your pay grows with you.

Our commitment to our Shifties

• Opportunity: Our product is evolving and we’re focused on delivering more value to restaurants. This creates real opportunities to learn and grow. We support and empower you to own your growth and impact.
• Challenge: We tackle real problems in a fast‑moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that matter.
• Culture: Proud to be recognized among the best workplaces in North America. Guided by mission and values, we move fast to solve meaningful problems and celebrate wins together.
• Equity: We’re a Series C, VC‑backed SaaS company and believe everyone should share in the success they help create.
• Health & Wellness: We support Shifties inside and outside of work, offering benefits like health and dental, lifestyle spending accounts, and a flexible parental leave program.
• Flexibility: Intentional around work location; remote, in‑person or hybrid. Offices in Saskatoon and Toronto. Flexible vacation policy encourages recharge. Our “90 Day Shift” program lets Shifties work from anywhere.
• Support: We provide tools such as Apple tech, a home office setup, and 7shifts swag. We offer coaching, feedback, development planning, and opportunities to grow from within.

We thank you for your interest in joining the 7shifts team!

We’re building an inclusive work environment that reflects the diverse industry we serve and encourage applicants from all backgrounds. If you’re excited about this role and eager to contribute to a meaningful product, we’d love to hear from you.