We’re hiring our first dedicated Customer Support Specialist to own frontline customer support and help us scale by standing up a world‑class customer experience and support function. This is a foundational hire: you’ll spend most of your time providing high‑quality resolutions to inbound customer requests, triaging contextual requests to the appropriate account manager, and generating and acting on ideas to improve our customer experience and support processes and tools. This role is ideal for someone who’s tech and AI‑savvy and customer‑obsessed. The north star is simple: make customers feel taken care of, and make support faster and more reliable as volume grows. What You’ll Do Own inbound support coverage: Respond to customer messages and tickets throughout the core work day with speed, clarity, and empathy Triage and prioritize: Identify what’s urgent vs. routine, route/escalate appropriately, and keep customers informed with strong expectation‑setting Drive strong resolution outcomes: Your core KPIs will center on resolution quality and resolution speed (e.g., time to resolution & customer satisfaction) Be the voice of the customer: Capture themes, surface product feedback, and flag recurring issues so we can eliminate root causes Build scalable support assets: Create and maintain customer‑facing FAQs/help docs and internal troubleshooting playbooks Improve tooling + workflows: Help us operationalize support and implement better routing, macros, and automations Scale the function: Play a key role in onboarding future support hires and shaping the long‑term experience & support function What You’ll Bring Experience: 3+ years in a customer‑facing support role, preferably in a B2B SaaS environment Strong written communication: Clear, concise, friendly, and highly accurate (strong spelling/grammar skills and attention to detail) Customer maturity + emotional intelligence: You can de‑escalate tense situations, read between the lines, and make customers feel heard Technical comfort: You can troubleshoot, ask great clarifying questions, and learn a product deeply Support tooling familiarity: Experience with Intercom, Zendesk, Pylon, or a similar helpdesk platform; comfort working from queues, tags, SLAs, and workflows Ownership mindset: You take pride in being “exceptional at the job,” and you build structure from ambiguity when needed A systems‑oriented mindset: You enjoy improving processes, not just following them and working collaboratively across functions in order to do so Previous experience building support AI automations/workflows (via Intercom, Zendesk, Pylon, etc.) is a bonus Previous experience supporting healthcare, AI, or B2B products is a bonus Previous experience helping to scale customer focused initiatives is a bonus Benefits Competitive salary and equity in a high‑growth startup Hybrid (or remote) work, with core team based in Toronto, NYC, and Vancouver Flexible PTO, take what you need Medical, dental, and vision coverage Great startup culture, including company off‑sites High‑achieving team, including ex‑Amazon engineers and alumni of Bain, BCG, Goldman Sachs, and more #J-18808-Ljbffr