Client Service Representative

I'm Donna , the Support Lead at Modash. I'm looking for a Customer Support Specialist to join our team. Support at Modash isn't just answering tickets. It's how we deliver the best customer experience in the multiverse . You'll be the first person customers talk to when something's confusing, broken, or urgent, and you'll make them feel taken care of fast. We're hiring a new Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows. You'll join a tight‑knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for. Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash . You'll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it's the fastest way to help), and collaborating with the team to solve tricky cases. Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance) Troubleshoot product issues: reproduce problems, ask good follow‑up questions, and guide customers to a solution Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion. Contribute to customer communication during incidents (e.g., Spot patterns and share customer feedback so we continuously build a better product Help Center improvements shipped continuously based on real tickets. You have 2+ years of experience in customer support (ideally in SaaS). Your English is strong, both written and spoken. You don't drop threads, and you keep customers updated until the issue is resolved. When something is unclear, you ask for help, figure it out, and help improve the process for next time. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs. You stay calm under pressure and handle frustrated customers with care. Experience supporting influencer marketing or e-commerce tools. Experience with technical support topics (integrations, tracking, APIs). Experience making/helping maintain Help Center docs and internal processes. Intercom → primary support tool and customer comms hub FullStory → session replays for debugging and understanding customer behaviour Modash → reproduce customer issues, check account settings, and guide customers through features step‑by‑step Your typical schedule will be 10am–6pm Eastern time, Monday
- Friday, with some weekend flexibility depending on coverage needs. Unlimited paid vacation time. Fully remote working . At home, in a café, on a beach. Personal development. If there's a course, book, or conference that will help you upskill
- we'll cover it. Founded in 2018 by a high-school dropout and a Canadian (yes, we're also shocked it's going so well), Modash is building a suite of tools that help brands scale partnerships with online content creators. We are building a company that will still be here in 20 years; Interesting people too, who have done everything from building solar cars, to hanging out with Metallica and Bon Jovi.