Customer Success Specialist

6 months ago

Burlington, Canada Port 443 Full time

**About Us**

At Port 443 we work together, laugh together, and eat a lot of donuts together. (Have you seen our Instagram? It’s basically a food blog.) Our products (My Music Staff, TutorBird & AthletaDesk) are always evolving, making for an exciting and dynamic environment. Every day, we’re connecting with thousands of users all around the world. If you ask what they love about us, they’ll tell you that we really listen to their needs and go above and beyond to help them. Our members are at the heart of everything we do. Their feedback and ideas help to shape our products, and at the end of the day, we’re here because of them

and because of the donuts.

**About You**

**You’ve got**:

- 2+ years experience working as a customer success specialist
- Technical knowledge - you must be able to troubleshoot, investigate, and think outside the box (brownie points if you have a basic understanding of HTML and CSS)
- Exceptional written and verbal communication skills that engage our customers (English required, French an asset)
- A positive customer-centric mindset
- An abundance of patience and empathy
- Ideas We want someone who’s excited to share their thoughts and suggestions with the team

**Your responsibilities will include**:

- Holding 1-on-1 onboarding sessions as well as product demos for the new members
- Recording all incoming feedback and responding to customer issues in a timely fashion
- Maintaining an enthusiastic and dedicated approach to understanding customers’ needs
- Educating customers on the full value of our products and services
- Serving as the voice of the customer and providing internal feedback on how we can better serve them
- Working closely with the development team to identify bugs and track feature requests
- Travelling to exhibit at trade shows (up to 10% travel may be required)

**Meet the Team**

**Adam **is one of our Customer Success Specialists and he loves being on the phone He’ll dive into complex customer questions & bugs without worry, and he’ll work nonstop until he gets them their answer. Not only is he resourceful when working on customer issues, he’s incredibly resourceful IRL too. You need glasses? He’s got a glasses guy. You need flowers? He’s got a flower guy. You need info on a website before signing up? He’s probably got a referral code

**Bailey** is our awesome Senior Customer Support Specialist who goes above and beyond to help both our customers and the team whenever they have a question or run into an issue She’s also the go-to for dissecting the latest episode of whatever reality show is out at the time We asked Bailey to describe herself in a few words and she said “wine, coffee, and true crime.” We then made a mental note not to catch her on a bad day

**Chris** is an artistic soul, working through creative solutions to our customers’ technical issues by day, and creating beautiful paintings and sculptures by night He’s always going out of his way to be as helpful and friendly as he can (which comes naturally to him), so it’s no wonder our customers love when they get him on the phone or get to talk to him at a trade show. If you want to live vicariously through him, ask him about his amazing trip to Cuba

**Jameela **is another of our Customer Success Specialists, whose joy brings positive energy & good vibes to the office every day Her background in teaching means she’s got the perfect skills to help educate our members on any tech issues they run into and be incredibly patient on the phone when they have lots (and lots and lots ) of follow-up questions One thing on Jameela’s bucket list is to open up a boutique dessert shop. We’re happy to be taste-testers for you, Jameela

**Larisa **is our Customer Success Manager who does everything she can to make sure we’re focused on our customers as _people_, not as _numbers_. She always goes out of her way to make everyone at the company feel appreciated. Is that by bribing us with chocolate? Maybe. But is that really such a bad thing? In her spare time she’ll be found spending time with her family, going to a Ticats game, or spending time with the fam _at_ a Ticats game

**Mike** is our resident donut chauffeur, Ticats enthusiast, and office vegan (even though he’s not a vegan). As the Senior Technical Support Specialist, he uses his extensive knowledge of our products and our customers to troubleshoot technical problems & investigate issues like no other In his spare time, you can catch him watching everything from MMA to stand-up comedy to Drag Race

**Pedia **is our Customer Onboarding Specialist who always makes sure to put the customer’s needs first. She’s a pro at helping our new members learn about our products and get their accounts set up just how they need to be. In fact, she’s so good at it that someone attending a group demo once thought she was AI-generated Pedia’s also usually the one who gets the coffee brewing in the

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