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Knowledge and Data Specialist

2 hours ago

Toronto, Ontario, Canada BorderPass Full time

Toronto—Hybrid

/

Full-Time

The Opportunity

BorderPass is seeking a
Knowledge and Data Specialist
dedicated to delivering exceptional customer and product support. You'll play a key role in ensuring a seamless, high-quality experience for both individual users and enterprise customers, while building scalable systems to support our continued growth.

This role is ideal for a customer and product-centric person who thrives in fast-paced environments, balances strategic thinking with hands-on execution, and is passionate about building world-class support operations.

Key Responsibilities

  • Provide day-to-day customer support with a focus on efficiency, responsiveness, and service quality
  • Maintain scalable support infrastructure, including chatbots, knowledge bases, and automation flows
  • Identify platform issues, ticket bugs, and suggest platform improvements to enhance user experiences
  • Ensure exceptional customer service across both individual and enterprise clients, while maintaining efficiency
  • Monitor KPIs and performance metrics, aligning support outcomes with company-wide goals
  • Collaborate closely with Product, Engineering, Sales, and Marketing teams to create feedback loops, resolve escalations, and enhance the user experience
  • Manage and optimize support tooling, particularly Intercom, to streamline workflows and improve customer interactions
  • Analyze support data to identify trends, inform process improvements, and drive operational excellence

Who You Are

  • 3+ years of experience in customer support or user operations
  • Experience using software and product tools to optimize customer support and workflows
  • The ability to learn quickly and have good judgement
  • Experience supporting enterprise and mid-market customers with a focus on tailored, high-touch service
  • Proficiency with support platforms and automation tools (e.g., Intercom, Zendesk, chatbot tech)
  • Excellent communication and collaboration skills across cross-functional teams
  • A data-driven mindset with strong analytical and decision-making abilities
  • Passion for customer experience and a constant drive to improve systems and outcomes

Details

Salary
Participation in company equity program

Employment Type
Full-Time

weeks of vacation

Location:

Toronto—Hybrid

About BorderPass
BorderPass is a rapidly growing tech company building the world's largest global mobility platform. Increasing trust and transparency in the immigration and mobility space, our innovations empower newcomers, schools, and employers with accessible, easy-to-use, and responsible solutions.