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Remote Customer Support and Success Specialist (Western Canada)

Driversnote · Canada Only · posted 1 year ago

Remote Customer Support and Success Specialist (Western Canada) at Driversnote — remote job on CafeRemote
Customer Support Customer Relationship Management Contract Canada
Time Zones: CST (UTC -6), MST (UTC -7), PST (UTC -8), NST (UTC -3:30)

Hej! We’re Driversnote, a fast-growing SaaS company from Copenhagen, Denmark.

We’re dedicated to simplifying mileage tracking for over 2 million users worldwide, saving them time and money by making documentation easy. With our main markets in Canada, the US, Australia, and the UK, we’re expanding our team to provide even better support to customers around the globe.

If you’re curious, driven, and resilient, with a passion for excellent customer support and strong communication skills, we want you on our team!

Position Overview:
We’re looking for a remote Customer Support & Success Specialist with solid technical knowledge to cover the Canadian and US Pacific/Mountain time zones (PST/MST).

Role Summary:
In this role, you’ll directly interact with our customers, providing a smooth, enjoyable experience. You’ll manage a variety of inquiries—from new users to long-term clients, including B2B teams—relaying customer insights to our product team. As a key player on our Support & Success team, you’ll tackle questions about bugs, offer education, and resolve complex requests.

Qualifications:

  • 12-24 months of customer support experience
  • Background in sales or customer success
  • Comfortable working 100% remotely
  • Strong communication skills in English; additional languages are a plus
  • Excellent in handling customer support across chat, email, and phone
  • Basic knowledge and experience with troubleshooting software issues
  • Confident in using remote tools like Slack

Key Responsibilities:

  • Provide top-notch support by responding to technical and general queries via email and phone
  • Assist B2B customers with onboarding and purchasing processes
  • Investigate and troubleshoot customer issues
  • Offer video demos and onboarding for larger B2B clients
  • Collaborate with Product teams by reporting bugs and sharing user feedback
  • Deeply understand Driversnote to help customers make the most of our features

What Your Colleagues Say About You:

  • Resilient and able to see tasks through to completion
  • A problem-solver who embraces challenges
  • Skilled at building trust with various stakeholders
  • Calm and kind, even in difficult situations

Position Details:

  • Minimum 21 hours per week, working 3-4 hours daily across six days
  • 36.50 CAD/hour, biweekly pay
  • 100% remote, located in Canada’s Pacific or Mountain time zones
  • 33 vacation days annually, with additional benefits like health insurance and gym passes
Meet the Team:
We’re a 30+ member team based in Copenhagen, with remote colleagues in Australia, Canada, and Romania. We value work-life balance and will support you in setting up an ideal remote workspace. Plus, you’ll have the chance to visit Copenhagen in your first year to meet the team!

How to Apply:
Click the button below to submit your application. Applications are reviewed on a rolling basis, so apply early! Shortlisted candidates will complete a case study and interviews.

Application Deadline: November 17, 2024
Expected Start Date: December 2, 2024

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