Customer Support and Operations Specialist

1 week ago

Yonge Street unit Toronto Ontario Canada MM E Edgecom Careers Full time
About Us
Edgecom Energy is a purpose-driven clean-tech software company, delivering cutting-edge energy management solutions across Canada and rapidly scaling throughout North America. We empower some of the world's largest energy users—including data centers, industrial facilities, and chemical processing plants—to reduce energy costs, cut emissions, and make measurable progress toward a sustainable future.
Our expertise spans demand response, distributed energy resource (DER) management, and advanced software tools that enable real-time decision-making for complex energy systems. We are also a Certified B Corporation, meeting rigorous standards of social and environmental performance, accountability, and transparency.
As we enter an exciting new phase of growth, we're seeking driven, innovative professionals who are passionate about sustainability and eager to harness technology to combat climate change. Join a dynamic team of problem-solvers and trailblazers revolutionizing how businesses manage energy, improve efficiency, and protect the planet for future generations.
This is your opportunity to make a tangible impact—be part of something bigger.
What we offer:
  • Meaningful work with a purpose - reducing costs and emissions and saving energy for a more sustainable future.
  • Outstanding health, vision, and dental benefits.
  • A competitive and comprehensive compensation package.
  • A potential equity participation program aimed at extending ownership opportunities to employees.
  • A small agile team where you'll be able to make a real-life difference.
  • Onsite Gym at the office
  • Hybrid Work
  • Personal days to promote work-life balance and employee well-being.

Essential Requirements:
  • Experience in Customer Support Roles (2 years minimum)
  • Desire to build and improve an outstanding customer support structure
  • Comfort working in a fast-paced, fluid environment, ideally within a tech startup/scaleup.
  • Demonstrated willingness to enthusiastically take on general operational tasks (e.g., shipping, inventory, administrative).
  • Exceptional written communication and organizational skills for both ticket resolution and maintaining operational records.
  • Demonstrated ability to meet and improve key support metrics (FRT, TTR, CSAT).
  • Proficiency in a Customer Engagement Platform (e.g., Intercom/Zendesk) a CRM, and a Project/Workflow tool (e.g., ClickUp/Jira).
  • High degree of empathy and a genuine passion for customer service.
  • Additional pluses:  Engineering background, manufacturing, energy management, French (B2)

Position Summary: As a foundational member of our Operations team, the Customer Support and Operations Specialist will own the end-to-end customer support function, providing timely troubleshooting and issue resolution. This role is instrumental in ensuring client satisfaction while simultaneously providing essential operational relief by managing daily tasks, logistics, and data hygiene critical to our North American expansion.

Key Responsibilities:
Customer Support
  • Serve as the primary point of contact for clients to quickly and effectively troubleshoot and resolve software/hardware issues.
  • Maintain and leverage all client data and interaction records using internal sales tools (e.g. CRM and help desk systems).
  • Act as a liaison between the technical teams and clients to manage the full resolution lifecycle.

Vendor and Utility Engagement
  • Engage with third-party vendors including utilities to coordinate information requests on behalf of our clients.
  • Work with our client's energy teams and utility providers to maintain accurate consumption data.

Business Operations & Data Hygiene
  • Manage physical shipping and inventory logistics for hardware devices, including tracking and documentation.
  • Execute routine data hygiene tasks across various internal tools (e.g., cleaning contact records in HubSpot or updating project statuses in ClickUp).
  • Assist the Operations Manager with ad-hoc administrative, reporting, and office management tasks as required.

Edgecom Energy is committed to creating a diverse, equitable, and inclusive workplace. We believe that a range of perspectives and backgrounds drives innovation, strengthens our team, and enhances the quality of service we provide to our customers. We are dedicated to building a culture where all employees feel valued, supported, and empowered to contribute fully to our mission.
As part of this commitment, we actively encourage applications from candidates of all backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we work to ensure that all individuals have a fair chance to succeed at Edgecom Energy, regardless of race, gender, age, sexual orientation, disability, or any other dimension of diversity. Join us in shaping the future with a team that celebrates and respects what makes each of us unique.

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