Customer Service Associate

2 weeks ago

Toronto ON, Canada Enso Connect Full time

Are you ready to help shape the direction of a dynamic SaaS-based technology startup? This is your opportunity to significantly impact how we support our customers and grow our business. Join us at Enso Connect as a Customer Service Associate and take on a crucial role in advancing our mission to modernize the hospitality industry.

What We Do

Enso Connect is a dynamic guest experience platform for vacation rentals and boutique hotels that seamlessly integrates with property management systems, helping to personalize and monetize interactions throughout the guest journey.

From upsells and guidebooks to smart lock-connected check-in, AI-driven multi-channel messaging, and more, Enso Connect transforms the guest journey into a seamless digital experience.

With its "if this, then that" capabilities, Enso Connect serves as the Zapier of the hospitality industry, connecting all the tools businesses already love and use. This allows hosts to better manage the operational complexity of scaling a hospitality business while increasing profit per guest. We are experiencing rapid growth and invite you to be a part of it

Who You Are

We are seeking a Customer Support Associate to join our team. If you are a highly motivated, results-oriented individual passionate about customer services and technology, this job is for you.

As a Customer Support Associate, you will be responsible for responding to client inquiries, resolving issues, and ensuring clients get the most out of the Enso Connect platform. The role involves working closely with clients to address their questions, capture feedback, and provide helpful resources through the support process.

Responsibilities Include

  • Serve as the primary point of contact for client inquiries, resolving issues quickly and effectively
  • Respond to clients using support tools like Intercom to maintain high response times and customer satisfaction
  • Track and manage client tickets using tools like Intercom and Jira, providing regular status updates to clients
  • Help generate and update help center topics to proactively support client needs
  • Capture product feedback from clients and share insights with the product team to drive improvements
  • Collaborate with internal teams to ensure clients receive timely solutions and continuous support
  • Continuously identify and suggest improvements to daily processes to enhance efficiency for yourself and the support team

Qualifications

  • Ideal for a recent graduate starting their career
  • 1-2 years of experience in customer support or a similar role, ideally at a B2B SaaS startup, is a nice-to-have but not required
  • Strong verbal and written communication skills, with a knack for problem-solving
  • Excellent organizational skills to balance multiple client inquiries while prioritizing the most urgent issues
  • Detail-oriented and eager to learn, capable of quickly developing an understanding of the hospitality market, competitive dynamics, and customer preferences

Why Us?

  • Work alongside smart and motivated people
  • Our company is known for its industry-leading technology
  • Work on meaningful projects, be part of a culture that values your contributions and have access to ample resources and training to help you succeed

Benefits

  • Dental care
  • Extended health care
  • Life insurance
  • Paid time off
  • Vision care
  • Company events
  • Hybrid work from office and home

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