Moz

Customer Success Specialist

Moz

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Salary

💰 CA$55,000 - CA$70,000 per year

Job Level

JuniorMid-Level

About the role

  • Manage a continuous stream of incoming support tickets(email and chat)
  • Promptly address requests strictly related to product functionality, billing, and technical troubleshooting
  • Provide detailed, step-by-step written instructions on how to execute specific platform actions, data management tasks, and feature utilization
  • Represent customer impact during technical escalations, system outages, and bugs
  • Engage customers signaling intent to cancel via video calls
  • Handle subscription changes, account modifications, and billing inquiries
  • Schedule and lead video sessions with new customers to provide orientation on features
  • Monitor platform activity during the first 90 days and reach out to low usage customers

Requirements

  • 2+ years operating in a SaaS-oriented Technical Support, Customer Success, or Onboarding function
  • Highly developed time management skills to balance the immediate demands of a high-volume ticket queue with scheduled video calls
  • A background in supporting tools and platforms, not agencies or consulting
  • Expert proficiency with ticketing platforms and issue tracking tools (e.g., Zendesk, JIRA) is highly preferred
  • Professional demeanor and high comfort level on camera
  • Ability to run efficient, technical troubleshooting sessions via video conference
  • Ability to navigate tense conversations regarding churn
  • Develop deep mastery of Moz Pro and Moz Local to provide accurate technical education to customers
Benefits
  • competitive salaries in addition to robust, health and wellness-focused benefits
  • work-life balance with paid time off
  • Employee Resource Groups
  • company-sponsored events
  • regular opportunities for professional growth through educational support, mentorship programs, and career development resources
  • employee engagement programs and recognition awards

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical troubleshootingdata managementfeature utilizationsubscription managementaccount modificationvideo conferencing
Soft skills
time managementcustomer engagementcommunicationproblem-solvingconflict resolution