Keycafe

Customer Support

• Provide prompt, friendly, and accurate support in English and French across phone, chat, and email.
• Troubleshoot both software and hardware issues, escalating complex cases when necessary.
• Manage and prioritize multiple tickets simultaneously in a high-volume environment.
• Guide customers through setup, configuration, and feature use of Keycafe’s SmartBox system.
• Document solutions and identify recurring technical issues for process improvement.
• Collaborate with internal teams to ensure customer feedback helps shape better products.
• Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base.
• Maintain calm and professionalism while handling irate or urgent customer situations.

Customer Service Representative, French/English – Tech

Customer Success Manager

• Guide customers through onboarding, adoption, and ongoing support to ensure long-term success.
• Proactively identify upsell and cross-sell opportunities for hardware and plan upgrades.
• Build trust by listening deeply, uncovering needs, and positioning Keycafe solutions effectively.
• Negotiate renewals, close expansion deals, and encourage referrals and reviews.
• Track, analyze, and report on customer metrics to stay ahead of risks and opportunities.
• Collaborate with sales, operations, and product teams to deliver seamless customer experiences.
• Own your day — plan, organize, and execute outreach with discipline and precision.

Customer Success Coordinator – SaaS, IoT, Sales Support, Customer Advocacy

Account Executive

• Close deals by running online demos and explaining how the Smartbox works.
• Negotiate and finalize agreements with new customers.
• Be the main point of contact for key accounts, helping with any questions or issues they have along the way.
• Collaborate with other teams, like sales development and customer success, to ensure smooth handoffs and follow-up.
• Have experience in B2B SaaS sales, especially closing deals and meeting quotas.
• Are comfortable talking with clients over the phone, through email, and on Zoom.
• Enjoy learning about new products and how they can solve real-world problems.
• Work well in a team and like collaborating to get the best results for the customer.
• Are proactive and enjoy following up with clients to make sure everything’s running smoothly.