Support and Implementation Specialist

Maple Billing; Canada; Remote; CAD 50,000 - 80,000; Full time

Job summary

An innovative startup is seeking a dedicated Support and Implementation Specialist to enhance customer experiences. In this fully remote role, you will onboard new clients and troubleshoot billing setups, collaborating closely with engineering and product teams. This position offers a unique opportunity to work alongside experienced founders and shape the company's culture while building a support function from the ground up. With a focus on customer satisfaction, you will help drive the success of an all-in-one revenue platform that empowers businesses through seamless revenue automation. Join us to make a significant impact in a fast-paced environment!

Benefits

3 weeks paid time off

10 additional days for national holidays

Flexible time off policy

Qualifications

• 2-5 years in technical support or customer success, ideally in SaaS.
• Strong analytical skills and comfortable with APIs and debugging.

Responsibilities

• Guide customers through onboarding and implement billing models.
• Provide high-quality support via email and chat to solve problems.
• Document learnings and build help center content for scaling support.

Skills

Technical Support

Solutions Engineering

Customer Success

APIs

Data Structures

Technical Documentation

Analytical Mindset

Job description

Help us build exceptional customer experiences.

About Maple

Maple is an all-in-one revenue platform that allows you to quickly build experimentation-ready basic, usage-based or seat-based billing capabilities into your product. The platform is designed to be highly available, accurate and flexible for any kind of revenue capabilities that your product may need. We are on a mission to empower businesses with seamless revenue automation. The founding team includes engineering and product leadership talent from Rippling (first employee and ex-YC founder), Dropbox (Senior Director of Engineering), and Airbnb (Engineering leader).

Your Role

As our first dedicated Support and Implementation Specialist, you'll play a crucial role in ensuring our customers have a seamless experience with Maple. From onboarding new clients to troubleshooting complex billing setups, you'll work closely with our engineering and product teams to deliver exceptional support and drive customer success.

Why Maple

At Maple, you will have the unique opportunity to work directly with the founders in an early-stage startup. The founders have decades of experience building software and scaling companies from 0 to 100+ million in revenue. You will be privy to key business and product decisions and also play an important role in shaping the team culture.

Job Responsibilities

1. Guide new customers through onboarding and implementation, helping them set up billing models in Maple.
2. Provide thoughtful, high-quality support via email and chat—helping users solve problems and learn best practices.
3. Work closely with engineering to triage bugs, resolve technical issues, and improve product reliability.
4. Document learnings and build help center content to scale our support.
5. Be the voice of the customer, bringing feedback to the product team to shape roadmap decisions.

Required Skills

1. 2–5 years of experience in technical support, solutions engineering, or customer success—ideally at a SaaS company.
2. Excited to roll up your sleeves and build a support function from scratch.
3. Curious, analytical mindset and enjoy solving open-ended problems.
4. Comfortable with APIs, data structures, and basic debugging.
5. Communicate clearly and empathetically, especially in writing.
6. Experience writing technical documentation or support content.
7. Thrive in fast-paced, early-stage environments with lots of ambiguity (and opportunity).

Pay and Benefits

This is a fully remote, full-time position anywhere in Canada. The salary for this position is $50,000 — $80,000 CAD based on experience and performance.

The position includes 3 weeks (15 days) of paid time off, plus 10 additional days for national holidays. You are also free to take additional time off here and there as needed for any reasonable reason, like if you are sick, but also if you need the morning off to take your pet to the vet, or need an afternoon off to drive a loved one to the airport.

At the end of the day all that matters to us is that we are making progress on what we are building together — we are not interested in tracking time.

How to Apply

Please click on the button below to send an email with your resume, a link to your LinkedIn profile and any other details or projects you would like to share.