Customer Service Representative

1 week ago

Kitchener, Canada Encircle Full time

**Customer Support Representative**

Remote (Canada) | Hybrid Available - Kitchener, ON
‍ Reports to: Manager, Customer Support

**About Encircle**

Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.

We’re a **remote-first company** with a collaboration hub in downtown Kitchener—and we’re growing.

**About the Role**

**Key Responsibilities**

Become deeply familiar with the Encircle platform so you can support all areas of the product—not just a single featureFile bug reports in Jira and communicate issues effectively to the dev teamRecognize patterns in customer issues and raise a flag when something looks off (yes, you’ll help decide when we call an incident)Use Zendesk to manage tickets and phone support with attention to detail and processWork cross-functionally with Success, Sales, and Product to ensure smooth customer experiencesUse our internal and external knowledge base to educate yourself, and ask questions when something doesn’t make senseSuggest and test improvements to our processes—don’t be afraid to take your head out of the queue and help us think biggerHelp create documentation and training content to support our customers and internal team
- Be available for occasional Saturday and holiday coverage (rotation basis)

** What You Bring**
- **2-3 years experience** in a customer support role, ideally in a SaaS B2B environment
Strong communication skills—written and verbal—with a calm, professional phone presence (Bonus if you’re French/English bilingual)
- Comfortable navigating technical conversations and learning new toolsA habit of thinking critically before jumping into solution modeComfortable working independently while staying aligned with the teamAbility to self-serve through documentation, and the humility to ask for help when neededExperience with Zendesk, Jira, or other customer support tools is a bonus
- Familiarity with the restoration, construction, or insurance industry is a nice-to-have—but we’ll help you get there

**Be Part of Something Special**

We’re a small, mighty team supporting a large, fast-growing customer base. You won’t just be another name in the queue—you’ll be a key part of our customer experience and part of a company that values long-term growth. We’re not just offering a job. We’re offering a career path.

Our customers are the ones showing up after hurricanes, wildfires, and floods to help homeowners when they need it most. What we do matters—and we take pride in supporting the people doing that essential work.

**HOURS OF OPERATION**
- Monday-Friday, 9:00 AM-5:00 PM ET
- Some Saturday and holiday on-call (rotation basis)

**Why Encircle?**
- ** Balance**: Flexible hours, self-managed vacation, and trust to manage your time
- **Remote-first**: Work where you’re most productive—with access to our collaboration hub in Kitchener
- **Growth-oriented**: We support your learning and career development
- **Well-being**: We care about the full human—inside and outside of work

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