Customer Support Specialist

Seoexpert; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

An innovative firm is on the lookout for a skilled Customer Support Specialist to join their dynamic remote team. This role involves delivering exceptional live chat support to a global clientele of digital marketing professionals. The ideal candidate will thrive in a fast-paced environment, demonstrating strong problem-solving skills and emotional intelligence. You'll collaborate closely with various teams to enhance customer satisfaction and contribute to the continuous improvement of processes and products. If you are passionate about customer success and eager to grow in a supportive and collaborative atmosphere, this opportunity is perfect for you.

Qualifications

• 2+ years in customer support, preferably in SaaS.
• Experience in live-chat support environments is essential.

Responsibilities

• Provide timely live chat support to customers.
• Collaborate with teams to resolve technical issues and improve processes.

Skills

Customer Support

Problem Solving

Emotional Intelligence

Communication Skills

Multitasking

Critical Thinking

Education

Experience in Customer Support Role

Experience with SaaS

Knowledge of SEO/Digital Marketing

Tools

Intercom

Job description

Mar 29, 2025 - AgencyAnalytics is hiring a remote Customer Support Specialist. Location: Canada.

We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

This role would require you to work between the hours of 12pm-8pm EST.

We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 17-person (and growing!) team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.

What You'll Do

• Deliver best-in-class live chat customer support in a timely manner
• Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
• Apply critical thinking to troubleshoot technical issues
• Collaborate with Product and Engineering teams to resolve issues/bugs
• Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
• Ensure customers are well-supported and educated at every interaction
• Provide professional and friendly insights to customers when solving their problems
• Contribute to the success of our department by suggesting improvements to our processes and our product
• Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way

What You'll Bring

• You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)
• You have experience in a live-chat support environment
• You have advanced written communication skills
• You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
• You have excellent rapport-building ability with both customers and teammates
• You’ve got a proven track record of meeting or exceeding common customer support metrics
• You have the ability to multitask and handle multiple customer inquiries simultaneously
• You’re strong at problem-solving and you have the ability to think critically when addressing tasks
• You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
• If you have experience with SEO and/or digital marketing, this would be an asset
• Familiarity with SaaS platforms and related technologies