Customer Support Representative

2 days ago

North York, Canada Snaile Inc. Full time

**Company Overview**

Snaile, Inc. is Canada's leading smart locker company, revolutionizing the way ecommerce deliveries are managed in apartments, condos, and retail environments. Our mission is to provide efficient and innovative solutions that enhance customer experiences while adapting to the growing demands of online shopping.

**Summary**

We are seeking a dedicated Customer Support Representative to join our dynamic team in Canada. This role is pivotal in ensuring exceptional service delivery to our clients while contributing to our mission of streamlining ecommerce logistics. You will play a key role in enhancing customer satisfaction and supporting our rapid growth.

**Primary Focus**:Responding to inbound support needs from users through support ticketing system and over the phone.

**Responsibilities**
- Troubleshoot and resolve software-related issues reported by users, escalating technical problems when necessary.
- Maintain accurate records of customer interactions within the ticketing system, including steps taken and outcomes.
- Guide users through software and hardware functions and basic problem-solving using clear, non-technical language.
- Collaborate with internal teams (e.g., Customer Success, Development) to resolve complex or recurring issues.
- Identify and log patterns in support requests that may indicate broader software or usability issues.
- Contribute to and update internal knowledge base or support documentation as needed.
- Provide feedback to relevant teams about commonly requested features or areas of confusion in the software.
- Meet or exceed KPIs related to response time resolution time, and customer satisfaction scores.

**Qualifications**
- High proficiency in English; bilingualism is highly preferred.
- Strong customer service skills with a focus on client satisfaction.
- Excellent communication skills, both verbal and written.
- Ability to handle data entry tasks efficiently.
- Familiarity with phone etiquette and professional communication standards.
- Experience in sales or upselling is an asset.
- Multilingual abilities are considered an advantage.

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

Pay: $45,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- Mileage reimbursement
- On-site gym
- On-site parking
- Paid time off
- Vision care
- Work from home

Ability to commute/relocate:

- North York, ON: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Service: 1 year (required)

**Language**:

- French (preferred)

**Location**:

- North York, ON (preferred)

Work Location: Hybrid remote in North York, ON

Application deadline: 2025-08-31

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