Service Support Specialist

About The Role

Our purpose in Customer Experience is to help our customers grow smarter and make their experience effortless.

We're looking for committed team players who prioritize seamless customer experiences. This involves support across various channels and methods, always tailored to customer needs and company goals. Whether driving revenue or enhancing satisfaction, our focus is on customer and business success. As adaptable team members, we ensure smooth experiences at every touchpoint. As a Service Support Specialist, you'll lead in delivering exceptional support. From personalized assistance to product insights, you'll ensure customer satisfaction and team success. 

Please note: The standard work schedule for this role is typically Monday to Friday from 10:00am PST to 6:00pm PST; however, there may be occasional requirements to work on *weekends, holidays, or at different times from your usual shift. This flexibility is necessary to prioritize our department's primary objective of providing support to our customers as promised across various channels.

*As a remote company, we acknowledge that employees may work from locations with differing regulations and holidays that may affect their availability. We're dedicated to accommodating these differences, fostering a flexible work environment that respects individual circumstances and local laws.

**This role will be open for application until February 25, 2025

What you’ll be doing: 

Customer Support Excellence:

• Provide support across various channels, ensuring timely solutions and positive interactions that leave customers satisfied.
• Empathize with customers, understanding their perspective to provide empathetic and effective support, while simplifying complex technical issues for enhanced problem-solving, and demonstrating persistence and resourcefulness in tackling new challenges to meet unique customer needs and find innovative solutions.
• Ensure clarity and effectiveness in interactions through proficient written communication, fostering positive experiences and enhancing the customer experience.

Continuous Improvement and Teamwork:

• Contribute to team resources and documentation, ensuring accuracy and accessibility of information, and fostering a supportive team culture and growth-oriented environment through knowledge sharing, peer coaching, and shadowing.

Performance and Accountability:

• Drive positive outcomes by meeting and exceeding individual performance metrics, taking initiative, and owning your performance results and outcomes, while remaining flexible and adaptable in dynamic environments.
• Commit to continuous growth by actively seeking opportunities to learn and improve, embracing new technologies, and supporting teammates through transitions, while continuously improving skills and knowledge to enhance work quality and productivity.

A little bit about you:  

• Empathy: You empathize with customers, understanding their perspective to provide empathetic and effective support.
• Problem-solving: As a problem-solving enthusiast, you relish the challenge of meeting unique customer needs and finding innovative solutions.
• Communication: Proficient in written communication, you ensure clarity and effectiveness in interactions, fostering positive experiences.
• Persistence and Resourcefulness: Your persistence and resourcefulness shine as you tackle new challenges with creativity and determination, never giving up until a solution is found.
• Drive for Impact: Driven by impact, you find fulfillment in making a difference for customers and the team, seeing each interaction as an opportunity to contribute positively.
• Adaptability: Adaptive to change, you embrace new technologies and support teammates through transitions, maintaining a positive attitude and fostering resilience.
• Continuous Learning: Committed to continuous growth, you actively seek opportunities to learn and improve, recognizing that personal development is key to professional success.
• Initiative: You take initiative, owning your performance results and outcomes, demonstrating accountability and responsibility for your work.
• Flexibility: Flexible and adaptable, you excel in dynamic environments, readily assisting wherever customers need support the most.

What’s in it for you:

💵 Compensation range

• $47,890 - $62,202

🤝 Flexibility and Time Off

• Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
• Remote First Team
• Flexible Hours
• Work From Anywhere Program

🩺 Health and Wellness

• Health Insurance
• Employee Assistance Program (EAP)
• Quarterly Company Wide Recharge Days
• End of Year Company Wide Holiday Closure
• Maternity & Parental Leave Program
• Weekly Virtual Yoga Classes
• $2000 Lifestyle Spending Account (LSA)

🌱Growth & Future

• RRSP, 401(K), WWK Pension Personal Contributions
  *Not employer matched
• Volunteer Day
• Team Building Budget
• Referral Program ($1000)
• Annual Bonus Program
• Anniversary Milestone LSA Top Up
• Birthday Day Off
• Professional Development Budget

🌟And more perks!

Share our values: 

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused