Support Specialist

7 months ago

Vancouver, Canada Quandri Full time

**agency. We’re on a mission to unlock 10,000,000 hours of repetitive work over the next three years, so that time can be used for more valuable and meaningful endeavours.**

Every year, billions of hours are wasted on repetitive and manual work. This is work that can and should be automated, but has been overlooked. Quandri is building an AI robotics platform to fix this for the insurance industry.

Our robots enable insurance brokerages and agencies to automate many of their most time-consuming and repetitive processes. These software robots can be deployed into a customer’s existing software systems and work within their processes similar to how a person would, but at lightning speed and indefinitely.

We’ve begun by tackling massive problems around repetitive and high-volume work in the P&C insurance industry in North America, and have no shortage of product and geographic expansion opportunities over the next few years where this technology can have an even larger impact. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling the company to achieve this.

We saw 8x ARR growth last year and are aiming for 3x this year, making Quandri one of the fastest growing technology companies in Canada. We have won a few awards, and have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one automated process at a time. We want you to be a critical part of that journey We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

**What you’ll do**:

- Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.
- Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.
- Demonstrate empathy, patience, and a customer-centric approach in all interactions.
- Collaborate closely with the product and engineering teams, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.
- Recording ticket data to proactively identify trends and patterns.
- Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating opportunities.
- Align on project work to help improve the support team and push forward initiatives to improve our service and cross-collaboration with internal stakeholders.

**Experience**:

- 3+ years direct experience working in customer support
- Previously worked in a startup environment
- Worked with a complex product
- Have used tools such as HubSpot, Asana, Mezmo, Slack, Figma

**Qualities of the Right Person for this Role**:

- Able to work until 5pm PST every day
- Technically curious with a desire to figure out how things work
- Possess a talent for investigating, troubleshooting, and escalating complex technical issues
- Skilled in working cross-departmentally to ensure speedy resolutions to customer reported issues
- Ability to clearly articulate solutions while also displaying both empathy and patience
- Detail-oriented and organized, with excellent time management skills
- Excellent written and verbal communication
- Comfortable working in a fast-paced and ambiguous environment

**Bonus points if you have**:

- Helped build out a new team before
- Content writing skills for internal or external knowledge management
- Knowledge of the insurance industry
- Escalation or incident management experience
- Understanding of data management and reporting

**Our Guiding Principles**:

- ** Customers at the core. **We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
- ** Fast by default.** There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
- ** Be curious.** We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig dee

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