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Published 2023-04-07

Customer Support Specialist (EU)

Type of job: Remote
Country: Canada
City: Toronto
Company: AgencyAnalytics

Description of the offer

We’re seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.

We’re specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You’ll join a small, tight-knit, and highly committed 13-person team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects.

The timezone for this role is business hours in GMT+1 or GMT+2 time.

Key Responsibilities
  • Deliver live chat customer support in a timely manner
  • Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
  • Use critical thinking to troubleshoot technical issues
  • Collaborate with Product and Engineering teams to resolve issues/bugs
  • Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
  • Ensure customers are well-supported and educated at every interaction
  • Provide professional and friendly insights to customers when solving their problems
  • Contribute to the success of our department by suggesting improvements to our processes and our product
Job Benefits
  • Profit-sharing, distributed quarterly
  • Frequent promotions
  • 4 weeks of vacation and paid sick days
  • Extended health benefits
  • Continued education allowance
  • Annual fitness allowance
  • Work from anywhere in the world
  • Join a bootstrapped, product-focused, & customer-oriented team
Job requirements
  • 2+ years in a similar customer support role for a SaaS
  • Advanced written communication skills
  • High emotional intelligence, with the ability to read and reflect back the sentiment of your audience
  • Excellent rapport-building ability with both customers and teammates
  • Proven track record of meeting or exceeding common customer support metrics
  • Ability to multitask and handle multiple customer inquiries simultaneously
  • Strong problem-solving skills and the ability to think critically when addressing tasks
  • Positive attitude and ability to maintain professionalism and composure during challenging interactions
  • Ability to show empathy, tactfulness, and diplomacy when interacting with others
  • Moderate understanding of SEO and/or digital marketing is highly preferable
  • Basic understanding of common digital marketing channels
  • Familiarity with SaaS platforms and related technologies
  • Native / Bilingual English


How to apply?

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