[Hiring] Technical Support Representative @ContactMonkey

Role Description

Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses:

• Answering product queries
• Troubleshooting email delivery issues
• Escalating complex concerns to the appropriate teams

This position will be fully remote, covering the Pacific Time Zone.

Your Impact

• Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations.
• Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience.
• Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service.
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency.

Qualifications

• You are a maven in customer support, driven by client satisfaction and product adoption.
• You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience, preferably in business end-user troubleshooting, and within a SaaS environment.
• You are an excellent communicator, able to convey complex technical concepts into clear, actionable information.
• You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently.
• You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions.
• You are patient, personable, and have a great sense of humor.

How You Can Stand Out

• You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail.
• You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc.
• You have experience with AI, able to effectively prompt, interpret, and humanize responses.
• You are proficient with HTML and JSON analysis.

Benefits

• 100% employer-paid benefits + a Health Spending Account from day one.
• Work from anywhere in the world for up to 4 weeks.
• Stock option plan - own a piece of our success.
• Generous vacation package to recharge and relax.
• Personal development budget to fuel your growth.
• One personal day and one volunteering day to give back to the community.
• Your Birthday off—celebrate on us!
• Five health days per year to stay at your best.

Compensation & Work Details

The base salary range for this role is $55,000 - $65,000 CAD. In addition to base salary, compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity.

This is a backfill position that will support the Pacific Time Zone and will be fully remote.

Company Description

Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people.

• Ranked by the Globe & Mail as one of Canada’s fastest-growing companies.
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years.
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America.
• Raised $55 million Series A financing in 2023.