[Hiring] Customer Support Specialist @Granum

Role Description

We are looking for a Customer Support Specialist (T1).

Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada.

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services.
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions.
• Evaluate and escalate bugs to development as they come to your attention inside the product.
• Provide feedback to develop support processes. Your input will ultimately add value for our customers.
• Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation).
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner.
• Work cross-functionally with other members within the organization.

Qualifications

• A bachelor’s degree or equivalent experience.
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product.
• Ability to apply sound judgment and product knowledge to deliver timely solutions.
• Fast learner with a track record of mastering new technical tools and systems.
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support).
• Previous experience in a high-volume support/customer service role.
• Analytical mindset with strong research and problem-solving skills.
• Applicable technical writing skills.
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner.
• The ability to multitask and prioritize trouble tickets as they come in.
• Clear and concise communication skills.
• A strong growth mindset and a desire to learn.
• A natural puzzle solver.

Requirements

• Previous experience working for a SaaS startup (not required).
• Experience with ticketing systems like Intercom (not required).
• Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.) (not required).

Compensation

• Canada-based candidates: CAD 65,000-70,000.
• US-based candidates: USD 55,000 - 60,000.

Benefits

• Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day.
• In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more.
• In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs.
• We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
• We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive.
• Unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.