Customer Support Specialist

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.

Are you passionate about solving problems, learning something new every day, connecting with and helping customers? If so, we'd love to hear from you We're looking for a curious, solution-oriented, empathetic individual to join our Support Team. Reporting to the Manager of Support, our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best in class customer service and creating a customer for life. Our customers always know we have their back

This support role will cover core working hours of 1 pm - 9 pm EST.

Please note: This role may occasionally involve working different shift times (7am - 3pm EST or 9am - 5pm EST) to cover team absences due to leave, illness, or other unforeseen circumstances.

What You'll Be Doing

• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
• Reproduce issues, review logs and internal resources as needed to debug issues
• Deliver viable workarounds and solutions to help customers meet deadlines
• Provide both quick and high-quality support to our customers, via email and phone
• Communicate complex information to customers in a simple and easy-to-understand format
• Empower: Create and maintain help center resources to aid customers in self-service
• Document internal learnings, assisting other support team members in solving tickets
• Participate in internal training sessions to teach your teammates new skills
• Partner: With the wider Customer Experience team delivering value and contributing to customer retention
• With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
• With Product and Design by sharing customer product feedback and discussing feature requests
• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge
• Participate in team huddles to share new product learnings
• Spot trends and proactively identify areas for team/process/product improvements

What You'll Bring to the Team

• Strong desire and passion for helping and supporting others, "Got Your Back" is our team mantra
• Curious with great detective skills - problem solving really gets you excited
• Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools
• 1 year experience in a customer-facing role at a SaaS software company
• Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role
• Excellent written and verbal communication skills with attention to detail
• Strong organizational skills, calendar management, and prioritization are areas you excel in
• Ability to multitask and context switch with ease

Where You'll Work

• Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ'd in Canada, with established hub regions around the world where we hire from.

• Our employees (or Loopers, as we call ourselves) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru).

• The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

• We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you
• You'll collaborate with your teams virtually across the UK, India, and North America (we're just a Zoom call and Slack message away) with core sync hours and focus time for headsdown work during the workday
• We encourage asynchronous collaboration to effectively work as a global #OneTeam

Why You'll Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Latticefor our 1:1s and performance conversations
• You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support We encourage experimentation and innovative thinking to drive business impact.
• We offer a wide range of health and wellness benefitsto support your physical and mental well-being, starting day with Loopio.

• We'll set you up to work remotely with a MacBook laptop , a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.

• You'll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

• Participate in townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam

• Our four activeEmployee Resource Groupsoffer opportunities for employees to learn and connect year-round.

• You'll be a part of an award-winning workplace with an opportunity to make a big impact on the business.

Questioning your qualifications? Read this Hi there, we recognize that all too often, potential candidates don't apply for a position simply because they don't hit every single criteria included in the job description—particularly members of underrepresented groups.

Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few), you're self taught in a new role, or you have skills/experience you'd like to highlight, we want to hear more about what you could bring to the table.

AI in Recruitment At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines

Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team () should you require accommodations at any point during our virtual interview processes.