Support Agent

We believe in lifelong clients who, day after day and year after year, choose to work with us because we continue to deliver exceptional results that are easy to understand. If you have a passion for digital marketing and for being the best at what you do, we will be a great fit. We are a team of passionate individuals working hard to deliver the best possible results across our three core pillars: Our People, Our Clients, and Car Buyers.

We are analytical artists who help automotive dealers drive more sales by consistently improving dealership marketing results and using local data to influence our decisions. At Leadbox, our Dealer Partner's best month is our new baseline.

Leadbox is seeking an outstanding Support Agent to support our Dealer Partners in Eastern Canada working 9am to 5pm EST. As a Support Agent at Leadbox, you will be the first point of contact for customers seeking assistance with our products and services. Your role is critical to ensuring that our customers have an exceptional experience and can maximize the value of our products and services. You'll provide timely, thoughtful, and efficient solutions to customer inquiries, work to resolve any issues they encounter and collaborate with other departments when necessary.

A few of your attributes

• You are a top performer in your current role.
• Your team and/or customers see you as a resource for their business beyond your core products.
• Your colleagues both enjoy their time with you, and they learn as much from you as you enjoy learning from them.
• You are consistently looking for ways to grow and learn.
• You see obstacles as exciting new challenges to overcome.
• You find great value in teamwork and your contributions to the whole.
• You are passionate about service and proud of the quality work you do.
• You are fierce about keeping your word.
• You are openly optimistic about the future.

We have a group of amazing clients, and we want you to help take great care of them, both strategically and operationally. You will have the opportunity to develop as a leader on your team and a leader within our organization. You will have the opportunity to grow with our organization as we develop our business as a nationwide leader in the Automotive Marketing and Technology industries.

A few of your primary responsibilities

• You will provide excellent support via email, chat, and phone to ensure customers get the most out of Leadbox's products and services.
• You will diagnose and troubleshoot issues, guide customers through complex technical problems, offer solutions, and escalate to technical teams if necessary.
• You will develop an in-depth knowledge of Leadbox's platform to assist customers effectively and stay updated with new product features and updates.
• You will collect and document customer feedback, identifying areas where our product or service could be improved and relay these insights to the product and development teams.
• You will create and update support documentation, FAQs, and guides to help customers resolve issues independently.
• You will work closely with other team members and departments to address customer needs and ensure smooth operations.
• You will proactively guide customers on best practices and new features to help them get the most out of the platform.

A few basic requirements

• 3+ years experience in a customer service or support role, ideally within a SaaS or tech environment.
• Strong verbal and written communication skills in English.
• You are tech-savvy with the ability to learn new software and tools quickly.
• You can troubleshoot technical issues and offer clear, step-by-step instructions.
• You have a positive attitude, patience, and empathy when dealing with customers.
• You can work independently and manage multiple tasks efficiently.
• You excel in working in a fast-paced environment and adapt to changing priorities.

• You are familiar with CRM or support ticketing systems is a plus. (Asset)

• You have prior experience with lead generation tools or CRM systems. (Asset)

• You have a basic understanding of digital marketing or sales processes. (Asset)

Our Commitment to you

• We will provide you with an engaging, supportive team and culture.
• We will provide you with significant training and coaching for your specific role.
• We will provide you with regular company-wide learning sessions.
• We will provide you with competitive compensation and health and dental benefits.
• We will set you up for success so that you can focus on moving forward.
• We look forward to hearing more about you

Leadbox is a diverse and inclusive organization. We remain passionate about ensuring every team member from any background can do their best work with us. We believe that when people feel respected and included, they can be more creative, innovative, and successful.

We are Analytical Artists. We are Leadbox.

While we appreciate all applications, only those selected for an interview will be contacted.