Platform Support Specialist

About Fable

The best digital teams work with Fable to make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more.

About The Role

You'll be responsible for helping our customers interact with Fable's products and providing support where needed. You will handle concerns, complaints, technical issues and other challenges different user groups experience on Fable's platform and resolve them in a timely manner. Often, this will include education and guidance as to how to have meaningful engagements with people with disabilities through Fable Engage. This role is critical to Fable's day-to-day functioning and helps ensure our customers are satisfied with the experience and recognize the value of Fable's work.

For this role, we are open to applicants who are located in Canada. If you believe that you match the majority of this job description, we highly encourage you to apply   

Responsibilities

Customer Support

• Oversee requests from our customers to our community of testers, including providing feedback and guidance to customers when necessary.
• Provide support for end users regarding use of Fable products, technical inquiries, general inquiries, and other opportunities that may arise.
• Support the creation and socialization of meaningful customer insights through support data and reports to improve operational efficiency and influence the future of our products and services. 

Product Collaboration

• Escalate product bugs or edge cases with structured feedback and reproduction steps.
• Participate in product feedback loops, sharing recurring user pain points, and support trends.
• Provide structured, data-backed insights from support interactions to influence product decisions and roadmap prioritization.

Request Delivery

• Collaborate closely with Request Delivery team members to ensure consistent, aligned communication and a positive overall tester experience.
• Respond to and resolve support requests submitted by testers through request delivery support channels, ensuring timely and respectful communication.
• Share relevant and meaningful feedback from customers that impacts or relates to tester workflows—helping the Request Delivery team close the loop and improve engagement.

Customer Success

• Collaborate with Customer Success Managers (CSMs) to support strategic customer accounts by providing timely insights, support history, and technical context.
• Proactively flag customer friction points, recurring questions, or usage blockers to the Customer Success team to inform engagement strategies.
• Share relevant tester-related insights or feedback that may impact customer satisfaction, ensuring alignment between customer expectations and tester experience.

Tester Support

• Support tester recruitment platform processes and coordinating communication with applicants.
• Manage administrative onboarding processes, ensuring required tester data is collected and organized in platform.
• Provide platform support for training and onboarding and share updates with the Program Manager.

Job Qualifications

• Minimum of 2+ year experience in a product support or operations role.
• Must have proven experience supporting multiple products in a fast-paced environment.
• Proficient with HubSpot or other ticketing tools.
• Ability to work cross-functionally and build relationships with other stakeholders in the business including product, CX, community, operations, and other teams.
• Ability to take leadership feedback and improve.
• Positive energy and attitude; ability to receive customer criticism and effectively problem solve.
• Desire to find challenges and escalate problems appropriately.
• Ability to analyze, optimize, and implement effective systems. 

Our values

To lead, listen first

You amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesn't correlate with the loudness of someone's voice.

The brain is a muscle

If you're going to do something, you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.

Unlearn to learn

What did we learn growing up, and what do we need to unlearn? It's essential to understanding our personal bias and position so that we can grow.

What's in it for you?

At Fable, you'll join a vibrant and rapid growth environment where you'll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great health/dental benefits, and way more

Accessibility accommodations

Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out this form or email us at  and include the subject line "Accessibility accommodation for Platform Support Specialist job application."

Pay range

$60,000 - $70,000 CAD - this is a range and is subject to change, depending on experience and role fit. Please take this as a general range.