Customer Success Representative

**About Us**

FaxSIPit is a leading fax service solutions company, delivering secure and innovative cloud fax technology that bridges traditional faxing with today’s technology and digital communications. For over two decades, we’ve specialized in helping organizations send, receive, and manage fax communications with confidence and compliance.

Our Customer Success team is at the heart of delivering a seamless experience, ensuring our clients receive the highest level of service, support, and care. We’re also proud of our culture: we value balance and believe work shouldn’t come with “Sunday night anxiety.” If you want to be part of an innovative company with strong values, where you can grow your career, FaxSIPit is the place for you.

**The Role**

We are looking for a motivated and detail-oriented Customer Success Representative (CSR) to join our growing team in the Greater Vancouver Area. This is a hybrid role; you’ll work remotely part of the week, with two days in our downtown Vancouver office (conveniently located with easy SkyTrain access).

In this role, you’ll be the first point of contact for our customers, helping them onboard, troubleshoot, and confidently use our cloud fax solutions. You’ll also support provisioning and number porting, ensuring businesses can transition smoothly and securely into FaxSIPit’s platform. Every interaction you have will reinforce our promise: secure, innovative, and reliable fax that just works.

**Key Responsibilities**
- Assist customers with onboarding, account setup, and portal navigation.
- Troubleshoot and resolve product or service issues, escalating to technical teams when necessary.
- Manage number porting requests, ensuring accuracy, timely processing, and clear communication with customers and carriers.
- Support customers with provisioning, account changes, and general service updates.
- Update and train customers on new features, ensuring adoption and confidence in using FaxSIPit’s solutions.
- Update CRM (HubSpot) with accurate notes, follow-ups, and customer details.
- Collaborate with Sales, Technical, and AR/Finance teams to ensure smooth customer operations.
- Track and achieve KPI goals, including response times, resolution rates, and customer satisfaction.
- Identify opportunities for service improvements and customer education.

**Qualifications**
- 2+ years of experience in Customer Success, Customer Support, or Account Management (telecommunications or SaaS experience is an asset).
- Strong communication skills (written and verbal) with a professional, customer-first approach.
- Tech-savvy with the ability to quickly learn and explain SaaS platforms.
- Experience with CRM and ticketing tools (HubSpot preferred).
- Detail-oriented, organized, and comfortable managing multiple priorities.
- Team player with a proactive mindset and problem-solving attitude.
- Must be located in the Greater Vancouver Area and able to work from the downtown office two days per week.

**What We Offer**
- Competitive salary and performance-based incentives.
- Flexible hybrid work model (downtown Vancouver office + remote).
- Training and development opportunities to grow your career.
- A collaborative and supportive team environment.
- The opportunity to make a real impact in a fast-growing SaaS/telecom company that’s reinventing fax for the digital era.

**How to Apply**

**Job Types**: Full-time, Permanent

Pay: $50,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- RRSP match

Application question(s):

- What kind of software/apps do you use in your day-to-day life? Please elaborate

**Experience**:

- Customer service: 2 years (preferred)

**Location**:

- Vancouver, BC V6A 4C7 (required)

Work Location: Hybrid remote in Vancouver, BC V6A 4C7