Customer Enablement Support Representative

4 days ago

Old Toronto, Canada Metadata Full time

Job Summary: In this role, you will be responsible for developing and implementing programs that empower our customers to achieve their goals using our products and services. You will work closely with cross-functional teams, including Sales, Marketing, Product, and Engineering to ensure a seamless customer experience.

Key Responsibilities:

  • Be available and attentive to address product related queries from customers through Live Chat or Zoom meetings.
  • Be an expert on Metadata and help customers and internal teams successfully navigate the challenges in the product through effective workaround.
  • Take end-to-end ownership of customer issues.
  • Work with Metadata’s partners (native channels like LinkedIn, Facebook and Google Ads) to resolve issues related to external platforms.
  • Act as a liaison between internal teams and customers to communicate about ongoing issues or new product releases.
  • Create and maintain reports that pertain to the health of Customer Support.
  • Achieve and maintain a high level of customer satisfaction and timely resolution of product issues.
  • Escalate unresolved issues to appropriate internal teams such as Marketing, Product, and Engineering.

Must have:

  • Bachelor's degree in Business, Marketing, or related experience.
  • 3+ years of experience in customer success or enablement. Specifically in Digital marketing.
  • 2+ years of experience using Digital Ad platforms such as Facebook, LinkedIn, Google, and Twitter.
  • Strong written and oral communication skills.
  • Experience handling customer queries over Zoom calls and Live Chat.
  • Experience working in a fast-paced environment.
  • Strong attention to detail.

Good to have:

  • Experience in Marketing Automation Tools such as Hubspot, Marketo, and Pardot.
  • Experience in any Marketing Tech platform is a huge plus. (Example: SixSense, Clearbit etc, Zoominfo, etc.,)
  • Proactive problem-solver with a customer-centric mindset.
  • Experience with CRM and customer success software. Specifically Zendesk and Jira.
  • Ability to work collaboratively with cross-functional teams.
  • Experience with customer onboarding processes.
  • Ability to create customer success stories and case studies.

Working Conditions:

  • Occasional travel might be required.
  • Working hours may vary. As a customer support representative, your support schedule will include business and non-business hours.
  • Applicants must be based in Canada.

Benefits:

  • Competitive salary and performance-based bonuses
  • Work from Anywhere
  • Flexible PTO & Company Holidays
  • Comprehensive benefits package, including health, dental, and retirement plan
  • Opportunities to work with Machine Learning, Big Data Analytics, and new technologies
  • A supportive and collaborative work environment

About Metadata

As an employee of the Metadata and an integral part of the greater company team, you will align with and be a champion of our Core Values which are authenticity, transparency, accountability, challenging the status quo, embracing diversity, having a growth mindset all while having fun and putting our people first Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally. We are on a mission to build not only the greatest product but also the best place to work

Metadata is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees & contractors. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We encourage applicants of all backgrounds and experiences to join our diverse and talented team.

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