Customer Support Associate

Act as a Product & Technical Expert

• Maintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflows
• Contribute to improving internal workflows, templates, support documentation, and technical best practices
• Example Exceeding Expectations : Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.

• Author schema markup in Highlighter with accuracy and consistency
• QA templates and ensure alignment to best practices
• Maintain and update templates as part of ongoing account management
• Example Exceeding Expectations: Improve template quality or create efficiencies that reduce rework and increase deployment speed.

• Document bugs, issues, and enhancement opportunities clearly
• Submit structured feedback via GitHub or internal processes
• Contribute to improving tools, workflows, and documentation
• Example Exceeding Expectations: Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.

• Partner with Implementations Manager on scoping documentation
• Assist with integration testing, validation, and documentation
• Ensure technical requirements are clearly captured and executed
• Example Exceeding Expectations: Identify gaps in scoping or integration early and prevent onboarding or deployment delays.

• Partner with CSMs on QBR preparation, reporting, and customer deliverables
• Execute on customer requests (reports, opportunities, insights) with accuracy and clarity
• Maintain detailed notes, action items, and documentation
• Example Exceeding Expectations: Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes.

• Execute and monitor schema deployments and maintenance tasks according to contract cadence
• Analyze performance and flag anomalies or opportunities proactively
• Maintain accurate and timely reporting for all assigned accounts
• Example Exceeding Expectations: Identify a recurring issue or optimization opportunity and implement a scalable solution that improves deployment quality across multiple accounts.

• Own support ticket queue, ensuring timely and accurate resolution
• Triage, prioritize, and escalate issues appropriately
• Collaborate cross-functionally to resolve complex technical challenges
• Example Exceeding Expectations: Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.

• Technical Precision, Execution Excellence & Attention to Detail Delivers consistently accurate, high-quality work across deployments, templates, and documentation. Maintains high standards for QA, documentation, and execution with minimal errors or rework.
• Cross-Functional Collaboration Works effectively with CSMs, Implementation, and Product to resolve issues and deliver outcomes.
• Process Improvement Mindset Continuously identifies opportunities to improve workflows, reduce friction, and increase efficiency.
• Prioritization & Time Management Effectively manages multiple accounts, tickets, and deliverables with strong attention to deadlines and impact.
• Clear & Structured Communication Communicates clearly and concisely in tickets, documentation, and internal collaboration.
• Analytical Thinking Identifies trends, issues, and opportunities through data and execution patterns.
• Proactive Ownership & Continuous Improvement Takes initiative to identify issues, inefficiencies, or opportunities before being asked. Proactively drives improvements to processes, documentation, workflows, and customer outcomes while consistently looking for smarter, more scalable ways to support the team and customers.
• Efficiency Habits Contributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.

• ≥ 95% on-time completion of maintenance and deployment tasks
• Support ticket resolution time within SLA with ≥ 4.7/5 internal/customer satisfaction
• ≥ 95% accuracy in schema authoring, QA, and documentation (minimal rework required)
• Complete and accurate documentation across 100% of assigned accounts
• Identification and contribution to ≥ 2 process or efficiency improvements annually
• Reduction in recurring support issues or deployment errors over time

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and don’t give up.
• One Team: We are collaborative, we win and learn together.
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don’t, and seek clarity through curious questions.

AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don’t work on your birthday
• The Culture Club keeps our virtual team connected through fun and innovative events
• Diverse smart team! The more inclusive we are, the better our work will be
• Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

If you require accommodation during the application process, please let us know.

We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.