Customer Support Specialist — AI-Driven SaaS Helpdesk

Canopy; Draper (UT); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401(k) plan with company match

Paid time off and holidays

HSA match and medical premiums covered

Job summary

Canopy, a fast-growing SaaS company in Draper, UT, is seeking a Customer Support Specialist – Tier 1 to deliver top-tier support across email, in-app chat, and phone channels. You will think critically to create new pathways for customers and help build a rapidly growing team.

You will own customer issues, develop a solid understanding of Canopy’s features, and guide users with clear step-by-step instructions while maintaining a positive, patient attitude.

Qualifications

• Own the role with proactive problem solving and accountability.
• Learn Canopy features quickly to provide effective support.
• Communicate clearly and professionally in English, written and verbal.
• Be willing to learn about tax resolution industry and IRS forms as they relate to the software.
• Capable of typing 50 wpm or faster; comfortable with new tools.
• Adapt to a growing company and handle evolving challenges.
• Be receptive to using AI in day-to-day workflows.

Responsibilities

• Provide top-tier customer support via email, in-app chat, and phone.
• Troubleshoot remotely and guide users through Canopy features.
• Own customer issues, escalate when needed, and adjust urgency by context.
• Develop understanding of current and upcoming Canopy features.
• Identify opportunities to answer questions proactively.
• Explain step-by-step navigation within the software.
• Inform customers about new resources/products that add value.
• Maintain a positive, patient attitude with all customers.
• Coordinate with internal teams for tech and account issues.
• Help improve support processes and workflows.

Skills

Self-starter

Tech-savvy

Organizational skills

Written and verbal communication

Adaptability

Typing speed 50 wpm

AI in workflows

Tools

Salesforce

Intercom

Google Suite

Slack

Job description

Canopy, a fast-growing SaaS company in Draper, UT, is seeking a Customer Support Specialist – Tier 1 to deliver top-tier support across email, in-app chat, and phone channels. You will think critically to create new pathways for customers and help build a rapidly growing team.

You will own customer issues, develop a solid understanding of Canopy’s features, and guide users with clear step-by-step instructions while maintaining a positive, patient attitude.