Support Specialist

Quandri; Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

The range for base pay is $60k - $80k

Employee stock options based on level

Comprehensive health benefits

Four weeks of paid vacation per year

Work anywhere in the world for 60 days

Job summary

Quandri in Vancouver is hiring a Support Analyst to be the first line of help for insurance brokerages using our AI-powered tool. You will own customer issues from report to resolution, diagnose problems, and explain fixes with empathy.

You’ll collaborate with Customer Success, Implementation, Product and Engineering, turning feedback into actionable bug reports and knowledge base content. This is a fast-paced, ownership‑driven role on a small, growing team.

Qualifications

• 3+ years direct experience in customer support.
• Strong understanding of AI and automation technologies.
• Based on the West Coast or able to work standard working hours (9am–6pm PDT).
• Experience with technically complex products.
• Technically curious with willingness to learn product functionality and new technologies.
• Ability to investigate, troubleshoot, and resolve support inquiries; improve first level resolution.
• Coordinate customer escalations and incident management.
• Collaborate cross‑departmentally to ensure fast resolutions to issues.
• Clear articulation of solutions with empathy and patience.
• Detail‑oriented, organized, with strong time management and communication skills.

Responsibilities

• Provide prompt and professional responses to customer inquiries, delivering high-quality support.
• Oversee the ticket management process with timelines and timely updates; ensure ticket closure.
• Investigate, troubleshoot, and diagnose technical issues; communicate solutions clearly.
• Demonstrate empathy and a customer‑centric approach in all interactions.
• Collaborate with internal stakeholders; relay customer feedback and suggest product improvements.
• Monitor customer bots performance; escalate challenges proactively.
• Take ownership of projects to improve the support function and cross‑team collaboration.

Skills

Customer support

AI and automation

West Coast hours

Technically complex product

Troubleshooting

Cross‑department collaboration

Effective communication

Time management

Job description

Who we are

Our mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We are building the AI operating system for North America’s best insurance agencies and brokerages.

For the first time ever, we have the technology to fundamentally change how insurance operates, and the stakes are human. Better insurance means families protected from harm, businesses able to take risks, and communities more resilient when the worst happens. For insurance practitioners, the ability to deliver this level of service finally becomes possible.

What we do

Quandri brings deeply specific, vertically-focused AI to the industry’s most critical stakeholders:insurance agencies and brokerages.

Agents are the lifeblood of the industry, the place where most property and casualty insurance is sold and serviced. Yet operating an agency is harder than ever. Peak product complexity, accelerating consolidation, a deepening talent crisis, and the AI revolution are all reshaping how agencies work.

Quandri sits at the cutting edge of this shift, rebuilding how agencies operate one workflow at a time. We pair a deep understanding of insurance processes, systems, and data with serious technical capability and proprietary models, so the transformation is tangible and operational rather than aspirational.

We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.

Why join us?

You’ll join a fast-moving team with real ownership, direct access to leadership, and a genuine hand in shaping the company's next chapter.

We are headquartered in beautiful Vancouver, BC, backed by leading US and Canadian investors, and the recognition has followed:

• LinkedIn’s Top Canadian Startups in 2024 & 2025

• Deloitte’s Fast 50

• CB Insights’ Insurtech 50 and Fintech 100

• The Globe and Mail’s Top Growing Companies in Canada.

About the role

As a Support Analyst at Quandri, you’ll be the first line of help for the insurance brokerages that rely on our tool every day. You’ll own customer issues from the first report through resolution. That means investigating, troubleshooting and diagnosing problems across a technically complex product, then explaining the fix clearly and with empathy.

You’ll work closely with Customer Success, Implementation, Product and Engineering. You’ll turn what customers tell you into clear bug reports, product feedback and escalations. Beyond the ticket queue, you’ll keep an eye on our customers’ system runs so you can catch problems before customers do, write Knowledge Hub articles that help brokerages solve issues on their own, and dig into ticket data to find patterns that make support faster and smarter. You’ll also support incident management, including determining severity, streamline communications, and working with other cross-functional teams like Product and Engineering to resolve the issue. This is a hands‑on role on a small, growing team, so you’ll have real ownership and a direct hand in how support works at Quandri.

What you’ll do:

• Provide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.

• Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.

• Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.

• Demonstrate empathy, patience, and a customer‑centric approach in all interactions.

• Collaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.

• Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.

• Take ownership of projects to help improve the support team, our overall customer service and cross‑collaboration with internal stakeholders.

The right person for this role will have:

• 3+ years direct experience working in customer support

• Strong understanding of AI and automation technologies

• Based on the West Coast or ability to work standard working hours that may fall between the hours of 9am - 6pm PDT

• Worked with a technically complex product

• Technically curious with a desire to learn product function and new technologies

• Possess a talent for investigating, troubleshooting, and resolving support inquiries- always looking to go one step further to improve first level resolution

• Coordinate customer escalations and incident management

• Skilled in working cross‑departmentally to ensure speedy resolutions to customer reported issues

• Ability to clearly articulate solutions while also displaying both empathy and patience

• Detail‑oriented and organized, with excellent time management skills

• Excellent written and verbal communication

• Comfortable working in a fast‑paced environment and adaptable to change

Bonus points if you have:

• Previously worked in high growth environment between Series A - C stage companies

• Implemented a support tech stack and worked with support automation tools

• Content writing skills for internal or external knowledge management

• Knowledge of the insurance industry

• Understanding of ticket data analysis and reporting

Our guiding principles

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.

• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.

• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.

• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.

• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long‑term.

• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.

• AI‑first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn’t about replacing people; it’s about unlocking them to do higher‑value work.

Compensation and Benefits

• The range for base pay is $60k - $80k CAD which is dependent on level of experience, performance and choice of stock option compensation

• Employee stock options based on experience level

• Comprehensive health benefits, including Lifestyle Spending Account

• Four weeks of paid vacation per year

• Work anywhere in the world for 60 days of the year