Remote SaaS Customer Support Specialist (US Hours)

Foreplay; Toronto; Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Foreplay, based in Toronto with a fully remote team, is seeking a Customer Support Representative to handle inquiries and resolve issues across multiple channels. You will own tickets from start to finish, learn Foreplay products, and help scale customer support while maintaining a human, personalized experience.

You will work within US time zones, rotate shifts including weekends, and contribute to knowledge base content and support metrics as Foreplay grows its customer base.

Qualifications

• 1–2 years in a customer-facing role, SaaS experience preferred.
• Experience with Foreplay and/or digital advertising is a plus.
• Excellent written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to customers.
• Ownership mindset: ensure issues get resolved.
• Comfortable documenting and escalating bugs.
• Remote work in a distributed team.
• Comfortable rotating shifts, including weekends.
• Familiar with using AI tools to improve productivity while staying personable.

Responsibilities

• Respond to customer support tickets via live chat and email during assigned US business hours.
• Take ownership of customer issues from initial request through resolution.
• Develop understanding of Foreplay's products (Discovery, Spyder, Lens, Swipe File, Boards, API).
• Troubleshoot product, account, billing, subscription, integration, and technical issues.
• Identify bugs and escalate to Product or Engineering teams.
• Proactively follow up on escalated issues until resolved.
• Maintain accurate customer and ticket records in internal systems.
• Create and maintain Help Center articles, FAQs, and troubleshooting docs.
• Use AI tools to improve efficiency while keeping interactions warm and personalized.
• Contribute to support metrics such as response time, resolution time, CSAT, backlog, and trends.

Skills

Customer-facing

SaaS experience

Strong English

Problem solving

Troubleshooting

Documentation

Remote work

AI tools usage

Tools

AI tools

Job description

Foreplay, based in Toronto with a fully remote team, is seeking a Customer Support Representative to handle inquiries and resolve issues across multiple channels. You will own tickets from start to finish, learn Foreplay products, and help scale customer support while maintaining a human, personalized experience.

You will work within US time zones, rotate shifts including weekends, and contribute to knowledge base content and support metrics as Foreplay grows its customer base.