Customer Support Specialist

Velora

Customer Support Specialist at Velora providing solution-focused support for nonprofit organizations. Ensuring customer success through effective problem resolution and advocacy.

Posted 4/27/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$50,000 - CA$58,000 per yearWebsite

About the role

Key responsibilities & impact

Customer Assistance: Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media. Approach each interaction with empathy and a focus on resolving issues in a way that builds trust and drives satisfaction.
Product Expertise: Develop deep product knowledge to confidently guide customers through troubleshooting and best practices. Leverage this expertise to not only answer questions but also proactively identify solutions that help customers succeed with our platform.
Issue Resolution: Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner. When necessary, collaborate with senior support team members to ensure the customer’s concern is fully addressed, always keeping their satisfaction as the top priority.
Customer Advocacy: Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams. Advocate for changes that enhance satisfaction and ensure our products evolve in a way that reflects what matters most to our users.
Documentation: Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions, to ensure continuity of care and track issue resolution progress. Your detailed documentation supports efficient problem solving and a seamless customer experience.
Product Feedback: Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities. Share this feedback with product teams to help shape meaningful updates that better serve customer needs and reduce friction.
Training and Resources: Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles with the customer in mind—making it easy for users to find answers, troubleshoot independently, and feel confident using our tools.
Quality Assurance: Contribute to product excellence by participating in testing and quality reviews as needed, using a customer-first mindset to identify bugs, confusing workflows, or missing functionality that may impact the user experience.

Requirements

What you’ll need

A college degree in accounting, information Technology, Business or a related field
Minimum 1-2 year experience in customer support, preferably in a software or technology-related field.
Technology savvy with strong problem-solving skills with the ability to think critically and adapt to various customer situations.
Empathy and patience in dealing with customer inquiries and concerns.
Familiarity with Zendesk and CRM software.
Demonstrates a strong commitment to understanding and prioritizing the customer’s needs and experience.
Actively listens to customers and shows empathy in resolving concerns, ensuring they feel heard and valued.
Excellent communication skills, both written and verbal.
A passion for technology and a desire to stay updated on industry trends.
Willingness to work flexible hours, including evenings and weekends if necessary.

Benefits

Comp & perks

💵 Salary – The salary range for this role is. $50,000 - $58,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
🏝️ Paid Time Off
Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We also provide a monthly stipend for coworking.
🤷 Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.
❤️ Health Coverage & Retirement - Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportproblem solvingtroubleshootingdocumentationquality assurance

Soft Skills

empathypatienceactive listeningcommunicationcustomer advocacy

Certifications

college degree