Remote Customer Support & Success Specialist (Canada)

Driversnote ApS; Canada; Remote; CAD 60,000 - 80,000; Part time

Job summary

Join a dynamic and innovative SaaS company as a Customer Support & Success Specialist, where your role is crucial in enhancing the customer experience. This remote position allows you to work flexible hours while providing exceptional support to users across Canada and the US. You'll engage with customers, troubleshoot their inquiries, and collaborate with product teams to ensure a seamless experience. With a focus on problem-solving and relationship building, you'll thrive in a supportive environment that values your contributions. Enjoy perks like generous vacation days and health benefits while being part of a vibrant international team.

Benefits

Health Insurance

Gym Passes

Car Rentals

Vacation Days (33 per year)

Remote Setup Support

Trip to Copenhagen

Qualifications

• 12-24 months of customer support experience required.
• Strong English communication skills needed.

Responsibilities

• Provide first-class support via email and phone.
• Troubleshoot customer issues and drive investigations.
• Collaborate with product teams for bug reporting.

Skills

Customer Support

Technical Troubleshooting

Communication Skills

Sales Experience

Remote Communication Tools

Tools

Slack

Job description

Part-time Customer Support & Success Specialist (Canada)

Hej! We’re Driversnote, a fast-growing SaaS company based in Copenhagen, Denmark.

We take pride in helping more than 2,000,000 users worldwide keep a mileage logbook. No one likes to do mileage documentation - so we try to remove this tedious work and make our customers’ lives simpler by saving them both time and money.

Our primary markets are English-speaking; Canada, US, Australia, and the UK - so we’re aiming to expand our international team to serve customers and users all around the world.

If you are curious, driven and resilient, enjoy providing an exceptional customer support experience and are a strong communicator, this is where YOU come into the picture! 

We're seeking a remote customer support & success specialist with great technical skills and insights to help us cover the Canadian and US Pacific/Mountain time zones (PST/MST time zones)

As a Customer Support & Success Specialist at Driversnote, you will spend your time interacting directly with our customers, providing them with an effective, easy and enjoyable experience. You will be the spider in the web by serving all types of our users and customers, from new users, long-term customers and potential B2B large teams and relaying their needs to our product teams. Our amazing Support & Success team is first-line support, meaning you will receive all types of inquiries - mostly surrounding bugs, educational questions or complex requests you’ll have the pleasure of solving!

We imagine that you:

• Have 12 - 24 months of proven work experience in customer support.
• Have proven experience with sales or success work. 
• Are used to and comfortable with working 100% remote.
• Have strong communication skills in English (both verbal and written). Communication skills in other languages are a welcome bonus.
• You love providing fantastic customer support on chat, email and phone and have great communication skills in doing so.
• You have a basic understanding and experience in software troubleshooting: the capability to investigate problems with apps, (examples could be working with installation errors, crashes, subscription and payment errors and performance issues). 
• You are proactive and happy to jump in at the deep end. You are confident in navigating multiple systems and finding your way around, checking the configuration, verifying the setup when needed etc. 
• Have an eye for commonalities and streamlining - eager to automate wherever possible
• Familiarity with remote communication tools like Slack.

Your responsibilities:

• Provide a first-class support experience by email and phone to customers’ technical queries, general enquiries and team product queries.
• Engage with B2B customers who want to get started with Driversnote and help them to make their purchase.
• Troubleshoot the customers’ questions and drive the investigation to get the customer matter resolved
• Provide video demos and video onboarding to our larger B2B customers.
• Collaborate with our Product teams and communicate with them via bug reporting and forwarding customer input (requests, feedback, UX improvements etc).
• Learn the Driversnote product deeply and support our customers in making the most out of everything we offer.

Your colleagues say that you:

• Are resilient - you get it done and will stay with a task until it's resolved 
• Are not hesitant and enjoy the puzzle of solving open-ended problems
• Are a great relationship builder - you can build credibility fast with a variety of stakeholders
• Don’t shy away from ambiguous situations, and ask the right questions to untangle them
• Are a diffuser - always patient and kind, no matter what

The important details:

• Minimum 21 hours per week
• It is expected that you can work 3-4 hours a day 6 days a week
• 36.50 CAD/hour, paid biweekly
• Must be located in Canada - Pacific or Mountain time
• 33 vacation days per year - yes, we are based in Europe
• Access to additional perks from health insurance, car rentals, gym passes and more

Who is the team?
Today we are a 30+ team, sitting in our Copenhagen HQ —and a handful of remotes in Australia, Canada and Romania! Being HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. As you won’t be working in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team. Plus, a trip to Copenhagen to meet us in your first year!

How to apply:

If interested, please send us an application by clicking the button below. 

Please note that we will review applications on a rolling basis. So if you’re interested, do not wait :) If you have been shortlisted, we will ask you to do a case study, followed by interviews.