Customer Support Associate

Kegshoe; Vancouver; Remote; CAD 30,000 - 50,000; Part time

Job summary

An innovative company is seeking a detail-oriented Customer Support Associate to enhance customer satisfaction and retention. This flexible, part-time role involves guiding customers through onboarding and troubleshooting issues, ensuring a seamless experience. Ideal for someone passionate about the craft beverage industry, this position offers the chance to make a real impact while working with a supportive team. Join a fast-growing company dedicated to helping breweries thrive and be part of a community-focused mission that values clear communication and problem-solving skills.

Qualifications

• Enthusiasm for helping craft breweries succeed and eagerness to learn about the industry.
• Ability to manage multiple conversations across channels without missing details.

Responsibilities

• Respond to customer inquiries via email, chat, and phone.
• Troubleshoot and resolve issues, coordinating with the development team.
• Guide new customers through onboarding and maintain the Help Center.

Skills

Excellent written and verbal communication skills

Problem-solving

Organizational skills

Adaptability

Job description

Kegshoe is seeking a friendly and detail-oriented Customer Support Associate for a flexible, contract role to assist our customers in onboarding and maximizing the use of the Kegshoe platform.

Commitment

10-15 hours per week, with potential for growth. Must have overlap with Central/Eastern time zones.

What You'll Do

You will play a key role in guiding new and existing customers, proactively resolving issues, and providing an exceptional support experience that reflects our commitment to the brewing community.

This role is ideal for someone who enjoys problem-solving, values clear communication, and wants to contribute to a fast-growing company with a real impact on customer satisfaction and retention.

Sample Tasks

1. Respond to customer inquiries via email, chat, and phone, documenting conversations for future reference.
2. Troubleshoot and resolve issues, investigate bugs or problems, and coordinate with the development team for complex fixes.
3. Guide new customers through onboarding, including product demos and best practices.
4. Maintain and update our Help Center to ensure accurate self-serve support.
5. Gather and share user feedback on features and recurring issues with product and development teams.
6. Collaborate with team members to ensure consistent messaging and a seamless customer experience.

To Apply

Fill out the application via Workable and tell us why you want to work at Kegshoe. If possible, highlight your favorite local brewery or craft beverage!

Requirements

• Excellent written and verbal communication skills, with the ability to answer customer queries promptly, helpfully, and empathetically.
• Genuine enthusiasm for helping craft breweries succeed and eagerness to learn about the industry.
• Adaptability to handle varied responsibilities, from troubleshooting to relaying feedback.
• Strong organizational skills to manage multiple conversations across channels without missing details.
• Seeking a flexible, high-impact role at a company dedicated to supporting breweries worldwide.

Benefits

Not applicable for this role.