Customer Support Specialist I

About the Role

Support and Troubleshooting

• Provide personalized assistance to Loopio users through Zendesk support tickets, email, and phone inquiries.
• Reproduce issues, review logs and internal resources, and debug reported problems.
• Deliver workarounds and solutions that help customers meet deadlines.
• Explain complex information in a simple, easy-to-understand format.

Enablement and Collaboration

• Create and maintain help center resources that support customer self-service.
• Document internal learnings and participate in training sessions for support teammates.
• Escalate software defects to Engineering and communicate the user perspective for prioritization.
• Share customer feedback and feature requests with Product and Design.

Learning and Improvement

• Learn new features and product improvements while maintaining subject matter expertise.
• Participate in team huddles to share product learnings.
• Identify trends and suggest improvements to team, process, and product operations.

What You’ll Bring

• At least one year of experience in a customer-facing role at a SaaS software company.
• Strong desire to help and support others, with curiosity and effective problem-solving skills.
• Technology savvy and willing to learn new technologies and tools.
• Excellent written and verbal communication skills with attention to detail.
• Strong organization, calendar management, prioritization, multitasking, and context-switching abilities.
• Previous exposure to Zendesk or Jira is preferred.

Where You’ll Work

• Loopio is a remote-first workplace with employees working remotely in Canada, the United Kingdom, and India.
• Employees in British Columbia and Ontario generally work remotely within a 300-kilometre radius of Vancouver or Toronto.
• Optional coworking locations are available in central Vancouver and downtown Toronto.
• Teams collaborate virtually across the UK, India, and North America using core sync hours and asynchronous communication.

Work Schedule

• Core working hours for this support role are 10 a.m. to 6 p.m. Pacific Time or 1 p.m. to 9 p.m. Eastern Time.
• Flexible scheduling may occasionally be required to cover leave, illness, statutory holidays, or other unforeseen absences, with a day in lieu provided.

Benefits and Development

• Loopio provides professional development support, health and wellness benefits, a laptop, phone and internet subsidy, and a work-from-home budget.
• Employees can participate in town halls, company celebrations, and employee resource groups.