Remote SaaS Support Specialist — Fast, Impactful, Ownership

Modash; Toronto; A distancia; CAD 60.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Unlimited vacation

Fully remote

Personal development

Ownership

Descripción de la vacante

Modash is seeking a Customer Support Specialist to join our remote team. You will be the first line of contact for customers across North America, helping them solve the right problems and feel confident using Modash.

You’ll primarily chat via Intercom and email, with occasional live video. You’ll work with a tight-knit team, maintain knowledge bases, and contribute to incident communications when needed.

Formación

• 2+ years of experience in customer support (SaaS preferred).
• Excellent written and spoken English.
• Ability to explain complex concepts in simple terms.
• Troubleshooting: reproduce issues, ask good questions, guide to solutions.
• Owns cases and updates customers until resolution.
• Able to work without perfect playbook and improve processes.

Responsabilidades

• Be the go-to support partner who helps customers solve the right problem (not just the fast one).
• Assist customers via chat (Intercom) and email, sometimes video when fastest.
• Provide practical guidance on influencer marketing workflows and best practices.
• Explain how to use Modash features with step-by-step guidance.
• Troubleshoot product issues and reproduce problems with clear follow-ups.
• Escalate bugs with context and links; keep internal docs updated.

Conocimientos

Customer support

SaaS

English (strong)

Troubleshooting

Clear communication

Ownership

Organized

Herramientas

Intercom

Notion

Stripe

FullStory

Modash

Descripción del empleo

Modash is seeking a Customer Support Specialist to join our remote team. You will be the first line of contact for customers across North America, helping them solve the right problems and feel confident using Modash.

You’ll primarily chat via Intercom and email, with occasional live video. You’ll work with a tight-knit team, maintain knowledge bases, and contribute to incident communications when needed.