Product Support Specialist

SurveyMonkey; Ottawa; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading survey platform in Ottawa is seeking a Customer Support Representative. In this role, you will assist customers through various channels, ensuring they receive excellent service. Successful candidates will have a passion for customer service, strong communication skills, and the ability to think critically. This position requires in-person work up to 1 day per week, fostering a collaborative environment.

Benefits

Flexible hybrid work

Career growth opportunities

Inclusive workplace culture

Qualifications

• 1+ years’ experience in a customer-facing role, ideally in tech.
• Passion for excellent customer service.
• Ability to communicate in English at B2+ level.

Responsibilities

• Help customers in English via email, chat, or phone.
• Troubleshoot issues and guide customers to solutions.
• Work closely with teams to improve customer experience.

Skills

Customer service

Communication skills

Critical thinking

Problem-solving

Job description

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth.

We’re a collaborative, multilingual Customer Support team that’s passionate about helping people succeed. Reporting to a supportive manager who values growth and development, you’ll play a key role in delivering world‑class service to our diverse global customers. This is an exciting opportunity to use your skills daily, solve meaningful challenges, and make a real impact on how our customers experience our products. If you thrive on problem‑solving, learning, and working with a team that celebrates different perspectives, this role is for you.

What you’ll be working on

• Helping our customers in English by email, chat, or phone — making sure they feel heard, supported, and successful.
• Troubleshooting issues and guiding customers to the best solutions, while also sharing tips to help them get the most from our products.
• Working closely with teammates and other departments to solve tricky challenges and improve the overall customer experience.
• Spotting opportunities to make things easier — whether that’s updating resources or suggesting better ways of working.
• Playing a key role in keeping our customers happy and engaged by delivering service that’s friendly, reliable, and solution‑focused.

We’d love to hear from people with

• 1+ years’ experience in a customer‑facing role, ideally within an internet, technology, or e‑commerce environment.
• A genuine passion for delivering excellent customer service and creating positive experiences.
• Critical thinking skills and the ability to think on your feet, while being a quick learner.
• Strong communication skills in both spoken and written form, with confidence engaging customers by phone, email, or chat.
• Flexibility to work across varying shift times to best support our global customers.
• A collaborative mindset, eagerness to learn, and the ability to adapt in a fast‑moving environment.
• Ability to communicate in written and oral English at the B2+ level.

Hybrid Work Requirement: SurveyMonkey believes in‑person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem‑solving and decision‑making. As such, you will be required to work from a SurveyMonkey office up to 1 day per week.
#LI‑Hybrid

Our Values

At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund to help employees thrive in work and life. We live our company values—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow.

Equal Opportunity Statement

SurveyMonkey is an equal‑opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.