Jobs in Burnaby, Canada

• Competitive salary range of $55,000 CAD to $70,000 CAD
• Opportunities for professional growth through educational support, mentorship programs, and career development resources
• Dynamic and collaborative work environment where your performance has a direct impact
• Work‑life balance with paid time off when you need it
• Employee engagement programs and recognition awards to celebrate contributions
• Supportive company culture that values diversity, equity, and inclusion

• Manage a continuous stream of incoming support tickets via email and chat, addressing product functionality, billing, and technical troubleshooting
• Provide detailed, step‑by‑step instructions for platform actions and data management tasks
• Engage with at‑risk customers via video calls to identify and resolve technical blockers
• Proactively lead video sessions with new customers to provide orientation on the platform's features
• Monitor platform activity during the first 90 days to encourage adoption and usage

• Minimum of 2 years of experience in a SaaS‑oriented Technical Support, Customer Success, or Onboarding role
• Highly developed time management skills to balance high‑volume ticket resolution and scheduled video calls
• Experience supporting tools and platforms, with comfort in explaining software functionalities
• Proficiency with ticketing platforms and issue tracking tools (e.g., Zendesk, JIRA) is highly preferred
• Ability to navigate tense conversations regarding churn and maintain a calm demeanor under pressure

• Experience in a customer‑facing role that requires technical troubleshooting via video conference
• Deep mastery of Moz Pro and Moz Local or similar platforms
• Familiarity with providing analysis of technical performance data to identify trends and opportunities for improvement
• Professional demeanor with a high comfort level on camera
• Strong communication skills, focusing on education over execution to empower customers

#DigitalMarketing #CustomerSuccess #SEO #SaaS #RemoteWork

We prioritize candidate privacy and champion equal‑opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top‑tier employer.