Customer Support Specialist I

Apply; Vancouver; Hybrid; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Health and wellness benefits

MacBook laptop provided

Monthly phone/internet subsidy

Work-from-home budget

Job summary

Loopio is seeking a Customer Support Specialist I to join our Support Team and own troubleshooting, responsiveness, and best-in-class service for our users. Reporting to the Manager of Support, you’ll respond to tickets and calls, reproduce issues, create workarounds, and help build self-service resources.

This remote-first role covers core hours 10am-6pm PT and may require flexible scheduling to cover absences.

Qualifications

• 1 year experience in a customer-facing role at a SaaS software company.
• Experience with Zendesk and Jira is preferred.
• Excellent written and verbal communication with attention to detail.

Responsibilities

• Provide personalized and relevant assistance to all Loopio users by responding to support tickets and phone inquiries.
• Reproduce issues, review logs and internal resources to debug issues.
• Deliver viable workarounds and solutions to help customers meet deadlines.
• Provide quick and high-quality support via email and phone.
• Document internal learnings and assist teammates in solving tickets.
• Participate in internal training to teach new skills.
• Partner with Engineering, Product and Design to prioritize defects and feature requests.
• Continuously learn about new features and product improvements.

Skills

Customer support

Communication

Problem solving

Zendesk

Jira

SaaS

Tools

Zendesk

Jira

Job description

Take your career to new heights with Loopio!

Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I.

Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a timely manner, providing best-in-class customer service and creating customers for life. Our customers always know we have their back!

This support role will cover core working hours of 10am - 6pm PT / 1 - 9pm ET.

To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances. A day in lieu will be provided in these instances.

Note: This is an existing vacancy on the team

What You’ll Be Doing

• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries

  • Reproduce issues, review logs and internal resources as needed to debug issues

  • Deliver viable workarounds and solutions to help customers meet deadlines

  • Provide both quick and high-quality support to our customers, via email and phone

  • Communicate complex information to customers in a simple and easy-to-understand format

• Empower: Create and maintain help center resources to aid customers in self-service

  • Document internal learnings, assisting other support team members in solving tickets

  • Participate in internal training sessions to teach your teammates new skills

• Partner: With the wider Customer Experience team, delivering value and contributing to customer retention

  • With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects

  • With Product and Design by sharing customer product feedback and discussing feature requests

• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

  • Participate in team huddles to share new product learnings

  • Spot trends and proactively identify areas for team/process/product improvements

What You’ll Bring to the Team

• Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!

• Curious with great detective skills - problem solving really gets you excited!

• Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools

• 1 year experience in a customer-facing role at a SaaS software company

• Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role

• Excellent written and verbal communication skills with attention to detail

• Strong organizational skills, calendar management, and prioritization are areas you excel in!

• Ability to multitask and context switch with ease

Where You’ll Work

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.

• Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru).

• The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

• We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!

• You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work during the workday

• We encourage asynchronous collaboration to effectively work as a global OneTeam!

Why You’ll Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations

• You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.

• We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day 1 with Loopio.

• We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.

• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

• Participate in townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as oneteam!

• Our four Employee Resource Groups offer opportunities for employees to learn and connect year-round.

• You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.

Questioning your qualifications? Read this Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups.

Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.

AI in Recruitment At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines

AI Usage in Interviews The Loopio interview process is designed to help us better understand your professional experiences, as well as your unique perspective and approach to delivery and collaboration. To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant. If AI-generated responses are identified during the interview, Loopio reserves the right to disqualify candidates from the interview process.

For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reflection of your personal insights, skills and decision-making.

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team ([e-mail]) should you require accommodations at any point during our virtual interview processes.