Customer Support Advocate

ServiceTitan; United States; Remote; CAD 40,000 - 55,000; Full time

Job summary

An established industry player seeks a Customer Support Advocate to join their dynamic team. In this role, you'll become a subject matter expert, assisting customers through various channels while influencing product improvements. With a strong focus on empathy and problem-solving, you'll thrive in a supportive environment that values feedback and personal growth. This innovative firm offers flexible work arrangements, comprehensive health benefits, and opportunities for career advancement. If you're passionate about helping small business owners and love technology, this is the perfect opportunity for you!

Benefits

Flexible Time Off

Company-Paid Medical

Dental Benefits

Vision Benefits

Parental Leave

Adoption Reimbursement

Financial Planning Tools

Leadership Training

Employee Assistance Program

Recognition Programs

Qualifications

• Excellent people skills with empathy and patience.
• Ability to thrive in a feedback-oriented culture.

Responsibilities

• Assist customers via phone, chat, email, and screen-sharing.
• Become a product expert and develop creative solutions.

Skills

People Skills

Problem Solving

Critical Thinking

Self-Motivation

Quickbooks Knowledge

Tools

Support Tools

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:

• Utilize support tools 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.
• Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes.
• Champion customer needs by sharing feedback and concerns with internal stakeholders.

What You'll Bring:

• 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.
• An efficient, effective, and resourceful problem-solver with strong critical thinking skills and troubleshooting abilities.
• Quickbooks/accounting 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:

• 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.

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. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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. The expected salary range for this role for candidates residing in Canada is between $40,248 CAD - $54,600 CAD. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.