Customer Support Specialist, Software Application Support

Emburse; Toronto; On-site; CAD 50,000 - 65,000; Full time

Job summary

Emburse in Toronto is seeking a tech-savvy Customer Support Specialist to help SMB and Mid‑Market clients on the Emburse Professional platform. The role runs on a permanent 11:00 AM – 7:00 PM shift to cover West Coast hours, with a training block 8:30 AM – 4:30 PM.

You will handle 12–20 tickets daily, use AI and logs for faster resolutions, and collaborate with our Tier 2 team to deepen product knowledge and skill set.

Qualifications

• Technical aptitude to learn software concepts quickly.
• Natural troubleshooter who enjoys solving client problems.
• Clear and professional written and verbal communication.

Responsibilities

• Support West Coast clients as frontline responder from 11:00 AM to 7:00 PM.
• Manage and resolve 12–20 tickets per day with timely, accurate responses.
• Triage issues and escalate when needed to Tier 2 support.
• Leverage internal docs, system logs, and AI tools to speed resolutions.
• Complete product training prior to transitioning to permanent shift.

Skills

Technical Aptitude

Problem-Solving

Communication Skills

Adaptability

Team Collaboration

Job description

Who We Are:

At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results. Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise.

At Emburse, we are creating a future where technology drives business value and eliminates administrative friction. We are seeking a tech-savvy, solutions-oriented Customer Support Specialist to join our growing tech support cluster in Toronto.

This role focuses on supporting our SMB and Mid-Market clients on the Emburse Professional platform. Please note the hours for this role: To ensure excellent coverage for our West Coast clients, this role operates on a permanent 11:00 AM – 7:00 PM shift (with temporary 8:30 AM – 4:30 PM hours during initial training). If you have a high aptitude for learning technology, love solving puzzles, and want to leverage cutting-edge tech (including AI support tools) to deliver world-class service, we want you on our team.

What You Will Do

• Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM, ensuring our afternoon and West Coast queues remain clear.
• Own Your Queue: Manage and resolve 12–20 tickets per day, smoothly balancing quick "how-to" answers with deeper, analytical technical troubleshooting.
• Triage & Escalate: Act as a human filter. Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and elevate it to our Tier 2 team.
• Embrace Modern Tech: Openly leverage internal documentation, system logs, and modern AI tools to accelerate ticket resolution times and improve accuracy.
• Train for Success: Start your journey on an 8:30 AM – 4:30 PM schedule to complete our comprehensive product training before transitioning to your permanent shift.

What You Will Bring

• Technical Aptitude: An innate ability to pick up technical concepts with ease. You love figuring out how software works under the hood.
• Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle.
• Communication Power: Strong written and verbal communication skills. You can explain technical solutions clearly and professionally.
• Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder.
• Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads.

Who You Are

• A Night Owl Support Star: You love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.
• A Collaborative Learner: You want to be part of a tight-knit team of 10 where your metrics are visible and your growth is supported.
• A Future Tier 2: You want to get your foot in the door, crush your baseline targets, and learn the product inside out to scale your career in tech.

Why Emburse?

• A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize their finance operations.
• A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-world challenges.
• A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that supports your success.
• A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision‑making for businesses everywhere.

Shape your future & find what’s next at Emburse.

Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.