Customer Support Specialist I

Triwill Group; Canada; Hybrid; CAD 38,000 - 48,000; Full time

Job summary

Triwill Group, on behalf of a partner company, is seeking a Customer Support Specialist I based in Canada for a remote-first role focused on SaaS customers. You will own customer issues from initial investigation through resolution, collaborate with Engineering, Product, Design, and other teams, and contribute to knowledge sharing and self-service resources to improve the customer experience.

Experience with SaaS support is preferred.

Job description

Description:

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist I based in Canada.

Join a remote-first Customer Experience team focused on delivering thoughtful, timely, and high-quality support to SaaS customers.
In this role, you will own customer issues from investigation through resolution, helping users overcome technical challenges and meet their business goals.
You’ll combine customer empathy with strong troubleshooting and detective skills to identify root causes, reproduce issues, and provide practical solutions.
The position offers opportunities to collaborate closely with Engineering, Product, Design, and other customer-facing teams.
You’ll also contribute to knowledge sharing, self-service resources, product feedback, and continuous improvements to support processes.
The environment is collaborative, globally distributed, and designed to encourage learning, autonomy, and professional growth.
This is an opportunity to make a meaningful impact on customer retention while developing your technical and customer success expertise.