Remote Customer Support Specialist I
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Take your career to new heights with Loopio ✨
Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I.
Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a timely manner, providing best-in-class customer service and creating customers for life. Our customers always know we have their back
This support role will cover core working hours of 10am - 6pm PT / 1 - 9pm ET.
To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances. A day in lieu will be provided in these instances.
Note: This is an existing vacancy on the team
What You’ll Be Doing
Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
Reproduce issues, review logs and internal resources as needed to debug issues
Deliver viable workarounds and solutions to help customers meet deadlines
Provide both quick and high-quality support to our customers, via email and phone
Communicate complex information to customers in a simple and easy-to-understand format
Empower: Create and maintain help center resources to aid customers in self-service
Document internal learnings, assisting other support team members in solving tickets
Participate in internal training sessions to teach your teammates new skills
Partner: With the wider Customer Experience team, delivering value and contributing to customer retention
With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
With Product and Design by sharing customer product feedback and discussing feature requests
Learn: Continuously learn about new features and product improvements, maintaining SME knowledge
Participate in team huddles to share new product learnings
Spot trends and proactively identify areas for team/process/product improvements
✨ What You’ll Bring to the Team
Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra
Curious with great detective skills - problem solving really gets you excited
Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools
1 year experience in a customer-facing role at a SaaS software company
Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role
Excellent written and verbal communication skills with attention to detail
Strong organizational skills, calendar management, and prioritization are areas you excel in
Ability to multitask and context switch with ease
Where You’ll Work
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
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