[Hiring] Customer Support Specialist @Bucketlist Rewards

Role Description

As part of our growing Customer Success Team, the Customer Support Specialist plays a pivotal role in ensuring effective support of both our customers and their employees. You’ll be on the front line of the customer experience, providing timely, thoughtful, and effective support.

• Resolve technical issues, troubleshoot platform challenges, and provide general product guidance.
• Act as a liaison between support, Customer Success/Onboarding, and Product/Development teams.
• Help ensure our customers feel heard, supported, and confident that their questions are in capable hands.

Qualifications

• 2+ years of direct experience supporting non-technical end users in a high-volume environment.
• Preferably SaaS customer support experience.
• Great communication skills, with the ability to explain technical workflows to non-technical audiences.
• Strong organizational and prioritization skills.
• Experience using CRM tools, preferably Hubspot.
• Support ticketing/helpdesk platform experience.

Requirements

• Deliver a reliable customer support experience.
• Own incoming customer and employee inquiries across support channels.
• Consistently achieve KPI of Customer Satisfaction Score (CSAT).
• Take ownership of support requests from initial investigation through resolution.
• Keep knowledge up-to-date with new product feature launches and product improvements.
• Understand customer usage of the product to identify support trends.
• Focus on effectively delivering our Customer Promise.
• Reproduce reported issues, investigate system behavior, and identify root causes.
• Take initiative to investigate and resolve technical issues independently.
• Proactively identify opportunities to strengthen support processes.
• Maintain and improve Help Center resources.
• Fulfill administrative and platform requests for internal teams.
• Provide redemption team coverage as required.
• Assist in order fulfillment, including purchasing rewards and troubleshooting issues.
• Other duties as assigned.

Benefits

• Anticipated Salary Range for this role is $60,000 to $70,000 CAD plus performance-based bonuses.
• The final offer will consider factors such as your expertise, role alignment, and internal equity.

Nice-to-Haves

• Technical support experience with basic terminal/command-lines, SQL, and/or Python.
• Technical Project Tracking Experience with tools like Jira, Confluence, and/or Grafana.
• HRIS/SFTP system experience.
• Experience using and/or implementing AI tools and solutions for support.