Spellbook

Customer Support Specialist

Spellbook

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$60,000 - CA$80,000 per year

About the role

  • Respond to support tickets and live customer chats during business hours, addressing customer inquiries and resolving technical issues with empathy and efficiency
  • Book 1:1 calls for in-depth troubleshooting or refresher training, while promoting group webinars when appropriate
  • Use technical skills to independently resolve issues or collaborate with the Engineering team when needed
  • Proactively identify patterns in customer feedback to recommend improvements to our product or support processes
  • Occasionally run Zoom group training for customers and answer their questions in real-time
  • Create and update Help Centre articles to ensure our customers have access to self-service resources
  • Record and update how-to videos and other educational materials as the product evolves

Requirements

  • 2+ years of experience in a technical support or customer support role
  • Proficiency with support tools such as Intercom and Slack
  • Exceptional written and verbal communication skills
  • Strong problem-solving skills with meticulous attention to detail
  • Comfortable working in a fast-paced, dynamic startup environment
  • Ability to stay calm, patient, and empathetic when assisting customers
  • Experience with real-time customer interactions through email, calls, and chat
Benefits
  • Access our company-paid group benefits for you and your family, with $1,000 towards mental health support
  • Disconnect during our holiday closure and take advantage of our generous time off policies throughout the year
  • Enjoy monthly paid meals, an annual wellness allowance to support your well-being and parental leave top-ups as your family grows
  • Secure your stake in our success; you’ll receive competitive stock option grants as a pivotal early employee
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportcustomer supportproblem-solvingtroubleshootingcreating Help Centre articlesrecording how-to videosupdating educational materials
Soft Skills
empathyefficiencycommunicationattention to detailpatiencecalmness