Customer Support Representative

6 days ago

Vancouver, British Columbia, Canada ENDVR Full time
At ENDVR, we're focused on empowering the world's best action sport, optical, outdoor and lifestyle brands to connect with in-store associates. We're the digital platform focused on sales in the physical world, and we make it easy for brands to engage with retail sales associates to drive sales, share product knowledge, promote their brand, and gather data to measure success in real-time
We're growing quickly and looking for a Customer Support Representative to help our customers navigate the ENDVR platform as we scale. We're looking for a thoughtful problem solver who cares deeply about world-class customer experiences, understands the retail environment, and wants to grow alongside the platform. What You'll Do Contribute to diverse tasks, projects, and initiatives that support departmental and company-wide growth. Triage and respond to incoming customer inquiries through email and our ticketing system with clarity, empathy, and efficiency. Become an expert in the ENDVR platform, supporting and training new and existing customers on best practices to increase adoption and success. Work with customers to identify, reproduce, and resolve issues — focusing not just on what they're asking for, but why they're asking. Share recurring issues, insights, and customer feedback with the Product and Development teams to help continuously improve the platform. Identify repeat support questions and help create user guides, manuals, and knowledge-base articles to reduce future inquiries. Maintain high customer satisfaction and contribute to a positive, supportive customer experience. You Own This If You Have Experience working in retail, especially in environments where customer experience, product knowledge, and communication matter. Experience using the ENDVR platform (as a retail associate, manager or brand rep) — this is a strong advantage. A genuine belief in the importance of world-class customer service and a desire to help people succeed, not just complete tasks. A passion for the outdoor, action sport, optical, or lifestyle industry, through personal participation, professional experience, or both. A growth mindset — you're motivated to learn, improve, and excel in your role every day. A strong work ethic and positive attitude, valuing accountability, ownership, and collaboration over having all the answers. Curiosity and empathy — you enjoy asking thoughtful questions and guiding customers toward the best outcome. What We're Looking For You're computer-savvy and comfortable working with web-based tools, dashboards, and ticketing systems. You're confident in navigating new software and learning new systems, even if you haven't used them before. You don't need a deep technical support background — attitude, ownership, and willingness to learn matter more than prior tech experience. Strong written and verbal communication skills, with the ability to explain complex topics in simple terms. Excellent time management, organization, and prioritization skills in a fast-paced environment. Strong attention to detail and the ability to analyze issues and make well-reasoned decisions. French language proficiency is a plus. About ENDVR We're a fast-growing and humble start-up team that understands the impact that technology can make in the retail space. ENDVR is based in Montreal with a fun and flexible hybrid working environment.

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