Technical Support Specialist - Marketing

ServiceTitan; Toronto; On-site; CAD 28,000 - 37,000; Full time

Benefits offered by this job

Flexible time off

Health benefits

Parental leave

Job summary

ServiceTitan is seeking a Customer Support Advocate (CSA) to be the first point of contact for customers across phone, chat, email, and screen-sharing. You will become a product expert and craft workflows that meet customer needs while preventing escalations and resolving issues with high quality and speed.

The role emphasizes customer-centric support, analytical mindset, and ability to explain complex concepts in simple terms.

Qualifications

• Bachelor’s degree preferred or equivalent experience in technical support.
• Able to solve problems quickly and efficiently.
• Strong communication, empathy, and patience when interacting with customers.
• Comfortable in a fast-paced, feedback-driven environment.
• A basic understanding of marketing concepts and analytics is a plus.

Responsibilities

• Serve as the first point of contact via phone, chat, email, and screen-sharing.
• Develop creative solutions and workflows to meet customer needs.
• Prevent escalations and de-escalate customers using internal tools and testing.
• Provide high-quality technical solutions to resolve customer issues quickly.

Skills

Problem solving

Critical thinking

Troubleshooting

Communication

Empathy

Patience

Self-motivated

Marketing concepts

Analytical skills

Explain complex concepts

Customer-centric

Creative problem solving

Multi-tasking

Team player

Fast learner

Education

Bachelor’s degree or equivalent

Job description

Ready to be a Titan?

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong. As a Customer Support Advocate (CSA), you’ll have the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.

What You’ll Do

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen‑sharing sessions
• Become a product expert and develop creative solutions and workflows that best meet customer needs
• Prevent escalations and de‑escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases
• Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

What You’ll Bring

• Bachelor’s degree preferred or equivalent experience in technical support
• An efficient, effective, and resourceful problem‑solver with strong critical thinking skills, and troubleshooting abilities
• Excellent people skills: must be empathetic, patient, confident, good‑humored, and able to interact well with a broad spectrum of personality types
• Ability to thrive in a feedback‑oriented culture and stay level‑headed in a challenging, rapidly changing environment
• Self‑motivated and able to master complex software
• Basic understanding of digital marketing concepts, including campaigns, lead generation, conversion, attribution, and return on investment
• Strong analytical skills and comfort reviewing reports, customer activity, and performance data
• Ability to explain complex marketing and technical concepts in simple, customer‑friendly language
• Customer‑centric mindset, desire to learn, and can‑do attitude
• Creative, out‑of‑the‑box solutioning skills
• The ability to translate complex technical issues into tangible solutions
• Ability to prioritize, multi‑task, and perform effectively under pressure
• Strong communicator in both written and verbal form
• Team player
• Intelligent, self‑motivated, quick thinking, and fast learning
• Home/Commercial Service Industry knowledge a plus

Be Human With Us

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer‑nominated awards, and more.
• Holistic health and wellness benefits: Company‑paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Our Commitment to Inclusion

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Use of AI Technology

We use technology, including automated and AI‑assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

Compensation Disclosure

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. The expected hourly rate for this role for candidates residing in Canada is between $19.70 CAD - $26.54 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits. This position may also be eligible for a bonus.

Personal Information

ServiceTitan collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business‑related purposes as well as for legal compliance. You can review further details of such collection and use in our Privacy Policy