Customer Support Specialist I

Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team. Our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best-in-class customer service and creating a customer for life. Our customers always know we have their back!

Work Hours:
This customer support role primarily serves our North American customers. As such, we’re looking for a Customer Support Specialist to join our team with core hours of 5 AM – 1 PM ET, which adjusts according to daylight saving time in Canada as follows:

• Daylight Saving Time (March to November): 2:30 PM – 10:30 PM IST

• Standard Time (November to March): 3:30 PM – 11:30 PM IST

Based on business needs and ticket volume, this role may also occasionally require coverage during our 11 PM – 7 AM ET window:

• Daylight Saving Time (March to November): 8:30 AM – 4:30 PM IST

• Standard Time (November to March): 9:30 AM – 5:30 PM IST
  

To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling, whether to cover absences due to leave, illness, statutory holidays, unforeseen circumstances, or shifts in ticket volume. Advance notice will be provided ahead of any shift change, except in rare urgent circumstances. A day in lieu will be provided when scheduling shifts outside your core hours.

Snapshot:

• Employment Term: Full-time, Monday to Friday

• Work Hours: As per shift timings laid out above

• Relevant Experience: 2+ Years in a client-facing or support role

• Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries.

  • Reproduce issues, review logs and internal resources as needed to debug issues

  • Deliver viable workarounds and solutions to help customers meet deadlines

  • Provide both quick and high-quality support to our customers, via email and phone

  • Communicate complex information to customers in a simple and easy-to-understand format

• Empower: Create and maintain help center resources to aid customers in self-service

  • Document internal learnings, assisting other support team members in solving tickets

  • Participate in internal training sessions to teach your teammates new skills

• Partner: With the wider Customer Experience team, delivering value and contributing to customer retention

  • With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects

  • With Product and Design by sharing customer product feedback and discussing feature requests

• Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

  • Participate in team huddles to share new product learnings

  • Spot trends and proactively identify areas for team/process/product improvements

• 2+ years of experience in a B2B SaaS customer-facing role.

• Strong desire and passion for helping and supporting others; “Got Your Back” is our team mantra

• Strong working knowledge of Salesforce. Bonus if you have your Salesforce certification.

• Experience with supporting customers in North America is an asset.

• Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage.

• Curious with great detective skills - problem-solving really gets you excited!

• Tech savvy, a strong understanding and a thirst to learn new technologies and tools

• Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role

• Excellent written and verbal communication skills with attention to detail

• SaaS software industry experience is a nice-to-have

• Strong organizational skills, calendar management and prioritization are areas you're comfortable in!

• Ability to multitask and context switch with ease

Where You’ll Work

• This is a remote-first opportunity with the advantages of working flexibly across India.

• We are HQ’d in Canada, with established hub regions around the world where we hire from. Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), India (HQ in Ahmedabad), and England (London).

• Our India/UK hub employees work according to the business hours stated in the job description above. This is intentionally designed to enable our global teams to have overlapping hours for collaboration.

• You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work during the workday

• We encourage asynchronous collaboration to effectively work as a global #OneTeam!

Why You’ll ❤️ Working at Loopio

• Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations

• You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.

• We’ll set you up to work remotely with a MacBook laptop , a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.

• You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.

• Participate in townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as #oneteam!

• Our four Employee Resource Groups offer opportunities for employees to learn and connect year-round.

• You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.

Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single cri