Customer Success Manager

Salary $55,000/year + Benefits About Prospeo Prospeo is a fast-growing B2B SaaS startup dedicated to helping companies and agencies improve their sales processes with reliable, enriched contact information. Building on our first year’s success, we’re expanding into Toronto and looking for talented individuals ready to make a lasting impact. About the Role We’re looking for a Customer Support Specialist to become the main point of contact for our users: answering live chat, handling support tickets, coordinating with developers, and turning recurring questions into a clear helpdesk. This is a full‑time, remote role (40h/week, 9am–5:30pm) for someone based in Canada within ~1.5 hours drive from Toronto. No specific degree required since we care more about how you think, communicate, and handle customers. What You’ll Do Customer Support & Live Chat Answer customer questions via live chat and email, with a typical response time of 5–10 minutes during your shift. When something looks like a bug or technical issue, create a clear ticket for the dev team (with context, steps to reproduce, screenshots, user info, etc.). Track the status of those tickets until they’re resolved. Follow up with the customer with simple, transparent updates on what has been done and the final outcome. Helpdesk & Documentation Help us build and maintain our helpdesk / knowledge base. Turn recurring questions from chat and email into help articles, FAQs, and step‑by‑step guides. Continuously improve and expand the helpdesk based on real customer requests. Handle compliance‑related requests (data, privacy, etc.) using templates and frameworks we provide. Customer Relationship & Ownership Own the full loop: from first contact to final resolution. Push for solutions, not just answers — if something is unclear, you investigate. Be the person who knows what’s going on with each customer issue at any time. Understand our product deeply so you can answer most questions autonomously without asking the team each time. Keep a friendly, clear, professional tone in every message. What You Bring 2‑3 years of experience in the software / SaaS industry (customer support, customer success, or similar). 2‑3 years experience in customer support (live chat, email support, or ticketing tools). Fluent / near‑native English – especially in writing. You should be able to write very clear, natural sentences and explain technical topics easily. Professional and friendly customer service responses. Strong interpersonal skills: calm, polite, and patient even when users are stressed or upset. Autonomous and organized: you're able to follow through with user tickets and problem solve. A scrappy, resourceful mindset—comfortable working on tight deadlines and solving problems on the fly. Bonus Points Experience with helpdesk tools (e.g. Intercom, Zendesk, Help Scout, etc.). Experience creating help articles, FAQs, or internal documentation. Experience working with dev teams (e.g. Jira, Linear, ClickUp, or similar tools). Previous experience in data, sales intelligence, or B2B SaaS. How You’ll Be Measured Speed & Consistency: Respond to users within 5‑10 minutes of shift. Resolution Time: Aim for clear, complete resolutions within 1 business day for standard issues and same‑day for simple requests. Ticket Quality: Provide dev‑ready tickets with reproducible steps, context, screenshots, and user impact. What We Offer Hybrid flexibility: Remote‑friendly with downtown Toronto collaboration. Full benefits: Health, dental, vision, and prescription coverage. Career growth: Join a creative‑first startup where your work makes real impact. Interview Process We keep our hiring process clear and efficient, with a focus on communication, and customer service. Here’s what to expect: Final Interview – A 60‑minute video call with our team to discuss your background alignment with the team. We aim to move quickly and keep you in the loop at every stage. Most candidates complete the process within 1–2 weeks. Sound like your kind of role? Apply now and show us what you’ve got. Referrals increase your chances of interviewing at Prospeo.io by 2x Get notified about new Customer Success Manager jobs in Toronto, Ontario, Canada. #J-18808-Ljbffr