Customer Support Representative

Remote (Canada)

Job Details

Status: Full Time

Schedule: Office hours are 8:00 AM – 7:00 PM, with shifts assigned as needed. Occasional overtime may be required during holidays.

Compensation

Annual Salary: CAD $45,000 – $55,000 per year

About the Role

As a Customer Support Representative, you will serve as the first point of contact for users, providing assistance with product questions, reimbursement programs, compliance documentation, and technical support. You will resolve customer issues through phone and email support, document interactions accurately, collaborate with internal teams, and help improve the overall customer experience through product knowledge, process improvements, and customer education.

What You’ll Do

• Serve as the first point of contact for users, responding to inquiries by phone and email through Zendesk.
• Use consistent troubleshooting methods to identify customer issues and provide timely, accurate solutions.
• Handle reimbursement, compliance, documentation, and program-related questions with accuracy and empathy.
• Document, track, and manage customer issues and resolutions according to established processes.
• Follow escalation procedures and partner with internal teams to resolve more complex issues.
• Educate users on products, program features, workflows, and navigation of cloud and mobile app tools.
• Share relevant resources and guidance to help users understand product functionality.
• Review compliance documentation to ensure information aligns with program specifications, policies, and requirements.
• Identify recurring customer issues, usability challenges, and resource gaps.
• Recommend improvements to processes, documentation, and support resources.
• Create, maintain, and contribute to internal and customer-facing knowledge base content, FAQs, and support documentation.
• Collaborate with Customer Success, Finance, Sales, Product, and other teams to resolve customer concerns.
• Share customer feedback, trends, and actionable insights with internal stakeholders.
• Participate in team meetings, training sessions, and continuous learning opportunities.
• Maintain product, program, and policy knowledge to support accurate customer guidance.
• Meet or exceed key performance indicators, including response time, resolution time, customer satisfaction, and quality standards.

Qualifications

• Ability to take ownership of tasks and work with little to no direct supervision.
• Excellent written and verbal communication skills.
• Strong organization and time management skills.
• Ability to empathize with customer concerns while analyzing situations and developing effective solutions.
• Ability to build positive relationships with customers and internal teams.
• Comfort working cross-functionally with other departments.
• Willingness to learn new processes, adapt to change, and stay current with company updates.
• Familiarity with Zendesk Suite, Google Suite, and cloud-based tools is preferred.
• 1–3 years of experience in customer support, customer service, customer success, or a related customer-facing role is preferred.
• Experience supporting customers by phone and email is preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Reliable internet access and a quiet remote work environment.

Benefits

• Remote work and flexible working hours.
• Mentorship and development opportunities.
• Extended medical and dental benefits.
• Healthcare spending account.
• CAD $3,000 annual health and wellness spending account.
• Employee assistance program.
• Flexible unlimited time off with a trust-based approach to time away.