Customer Support Specialist

Granum; Ottawa; Ibrido; CAD 65.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Unlimited PTO

Company holidays

Winter break

Descrizione del lavoro

Granum, a leading software company serving landscapers and arborists across North America, is seeking a Customer Support Specialist (T1) to join a remote-friendly team. We support clients from the US and Canada, with offices in Atlanta and the Greater Toronto Area.

You will field tier-1 inquiries by phone, email, and chat, troubleshoot issues, escalate bugs to development, contribute to knowledge bases, and work cross-functionally to improve our SaaS product for business customers.

Competenze

• Bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Fast learner with the ability to master new tools and systems.
• Strong written and verbal communication for business stakeholders.

Mansioni

• Field tier 1 customer inquiries by phone, email, chat, and ticketing system.
• Directly troubleshoot customer issues and provide attainable solutions.
• Evaluate and elevate bugs to development as they arise.
• Provide feedback to improve support processes and knowledge bases.
• Contribute to knowledge bases (FAQs, Help Center, Training Material).
• Empathize with customers and ensure timely, thorough resolution.
• Work cross-functionally with other team members.

Conoscenze

SaaS support

Customer service

Technical troubleshooting

B2B support

Communication

Multitasking

Formazione

Bachelor’s degree or equivalent experience

Strumenti

Intercom

Descrizione del lavoro

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius — into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands‑on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients’ success is not just a milestone, but a shared mission.

As a team, we’re on a mission to reshape an age-old industry, and we’re looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. If this resonates with you, we’d love to meet you and explore how you can help us build the future of the green industry!

• #9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!)
• Certified Great Place to Work Canada 2024

We are looking for a Customer Support Specialist (T1).

Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and elevate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Does this sound like you?

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem‑solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup
• Experience with ticketing systems like Intercom
• Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.)

Compensation:

• Canada-based candidates: CAD 65,000-70,000
• US-based candidates: USD 55,000 - 60,000

Reasons why you would love it here!

• Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day.
• In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more.
• In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs.
• We’re committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
• We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive.
• And when it comes to work-life balance? We offerunlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.

Granum does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in Canada or the U.S, without sponsorship from the company.

Granum is an Equal Employment Opportunity and Affimation Action Employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status. Granum participates in the federal E-Verify program.

Granum is committed to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Granum reserves the right to change job descriptions as per the needs of the organization. For accommodation requests, please contact [e-mail]