Customer Support Specialist (Night-Shift)

AgencyAnalytics; Toronto; Remote; CAD 48,000 - 73,000; Full time

Job summary

A leading analytics firm is seeking a Night-Shift Customer Support Specialist to provide outstanding live chat assistance for users in the APAC region. The ideal candidate has over 2 years of SaaS customer support experience, strong emotional intelligence, and technical problem-solving skills. This position offers a competitive salary and requires availability from 8:00 PM to 4:00 AM EST, with some occasional in-office meet-ups in Toronto.

Qualifications

• 2+ years in a similar customer support role for SaaS.
• Ability to multitask and handle multiple inquiries.
• Strong problem-solving and critical-thinking abilities.

Responsibilities

• Deliver best-in-class live chat customer support.
• Use expert problem-solving ability to assist users.
• Collaborate with Product and Engineering teams.

Skills

Live chat SaaS customer support

Advanced written communication

Emotional intelligence

Problem-solving

SEO knowledge

Job description

Customer Support Specialist (Night-Shift)

Department: Customer Support

Employment Type: Permanent

Location: Remote Canada

Overview

We are seeking an experienced customer support champion to join a department with a stellar reputation for delivering world-class customer support. Our team provides 24/5 live chat support via Intercom to tens of thousands of digital marketing experts worldwide. This role serves the Night-shift team, primarily supporting customers in the APAC region. The core working hours are 8:00 PM – 4:00 AM EST (starting Sunday evening). Occasional in-office meet-ups in Toronto during regular business hours (9:00 AM – 5:00 PM EST) may be required.

We are looking for someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you have high emotional intelligence, enjoy learning new technologies, excel at problem-solving, and know how to delight customers at every interaction, we want to hear from you!

You will join a close-knit, growing team that is passionate about helping customers reach their business goals and contributing to the product and customer base growth. Our culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives.

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 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 to understand customer needs and take a proactive approach while reassuring customers at every step

What You'll Bring

• 2+ years in a similar customer support role for a SaaS (B2B is a plus)
• Advanced written communication skills
• High emotional intelligence with the ability to read and reflect back the sentiment of your audience
• Excellent rapport-building ability with both customers and teammates
• Proven track record of meeting or exceeding common customer support metrics
• Ability to multitask and handle multiple inquiries simultaneously
• Strong problem-solving and critical-thinking abilities
• Empathy, tact, and diplomacy in interactions with others
• Experience with SEO and/or digital marketing is highly preferable
• Familiarity with SaaS platforms and related technologies

Compensation

Our base salary for this role ranges from $48,400 to $72,600. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.