Customer Success Representative (CSR)

CCi Global Technologies

Burlington, ON

Full-Time | In-Person | 4-Day Work Week

About CCi Global Technologies

CCi Global Technologies is a growing SaaS and data technology company serving the automotive industry. We build technology, data, reporting, and integration solutions that help businesses operate smarter and make better decisions.

We’re looking for a Customer Success Representative (CSR) to join our Client Experience team.

This is a great opportunity for someone who enjoys working with people, solving problems, learning technology, and being part of a growing company where your work actually makes a difference.

And yes — this is a full-time, in-person position with a 4-day work week.

About the Role

As a Customer Success Representative, you will be one of the primary points of contact for CCi customers. You’ll help customers get the most out of our SaaS products, provide support and training, manage customer cases, and make sure issues and requests are followed through to completion.

You’ll work closely with our Customer Success, Product, Development, QA, and IT teams, giving you the opportunity to learn both our technology and our customers' businesses.

No two days will be exactly the same — and that’s part of what makes the role fun.

What You'll Be Doing

Customer Support

- Answer client support calls and respond to customer questions by phone and email.
- Troubleshoot customer questions and help identify solutions.
- Take ownership of customer issues from initial request through resolution.
- Escalate technical issues to the appropriate internal teams when required.
- Keep customers informed and ensure they always know where things stand.

Customer Training

- Provide training to customers on CCi’s SaaS products, portals, reporting, and other solutions.
- Conduct virtual and in-person training sessions.
- Help onboard new customers and users.
- Explain technology and reporting in a way that is easy for customers to understand.
- Create and maintain customer training materials and documentation.

Case Management

- Create, manage, and track customer support cases.
- Ensure cases are accurate, complete,



and properly documented.
- Follow up on outstanding issues and customer commitments.
- Identify recurring customer issues and communicate trends to the appropriate internal teams.
- Make sure nothing falls through the cracks.

Account & Customer Meetings

- Participate in customer and account meetings.
- Prepare for meetings by reviewing open cases, action items, and customer concerns.
- Take clear and professional meeting notes.
- Document action items, owners, and deadlines.
- Follow up to ensure commitments are completed.
- Support Customer Success Managers with account reviews and customer communications.

Customer Experience

- Build strong, professional relationships with customers.
- Identify opportunities to improve customer adoption and engagement.
- Gather customer feedback and communicate it internally.
- Work with Product, Development, QA, and Customer Success to improve the customer experience.
- Help identify opportunities to improve our products, processes, and support.

What We're Looking For

We’re looking for someone who is great with people, highly organized, curious, and comfortable with technology.

You should have

- Excellent written and verbal English communication skills.
- Strong customer service and relationship-building skills.
- Excellent attention to detail.
- Strong organizational and time-management skills.
- The ability to manage multiple priorities at the same time.
- Strong problem-solving skills.
- Confidence speaking with customers by phone and in meetings.
- The ability to explain technical concepts in simple, easy-to-understand language.
- A willingness to learn new software, technology, and business processes.
- A positive, team-oriented attitude.
- The ability to take ownership and follow through.

Communication Skills Are Critical





Excellent English communication skills — both written and verbal — are a must for this position.

You will be communicating with customers every day, so you need to be comfortable having qualified conversations, writing clear customer emails, documenting cases, and explaining information to both technical and non-technical audiences.

We are looking for someone who can confidently say:

“I understand the problem. Let me figure this out and get back to you.”

And then actually do it.

Experience

Experience in one or more of the following is an asset:

- Customer Success
- Customer Service
- Technical Support
- SaaS / Software
- Account Management
- Client Experience
- Business Intelligence / Reporting
- Automotive or Collision Repair

Experience with CRM, ticketing, case management, Microsoft 365, Power BI, or other SaaS platforms is also an asset.

The right attitude, communication skills, and willingness to learn are more important than knowing everything on day one.

What We Offer

- Full-time, in-person position
- 4-day work week
- Opportunity to work with a growing SaaS and technology company
- A collaborative and supportive team environment
- Opportunity to work directly with customers and technology teams
- Opportunities to learn and grow within the organization
- A role where your ideas and feedback can make a real difference

The Person We're Looking For

If you’re someone who

- Likes helping people,
- Enjoys solving problems,
- Is naturally curious about technology,
- Can communicate exceptionally well,
- Takes pride in doing things properly,
- Keeps track of the details,
- And wants to be part of a team that works hard and enjoys what they do...

You might be exactly who we're looking for.

Apply today and come join the team at CCi Global Technologies.

Pay: $65,000.00 per year

Benefits

- Dental care
- On-site gym
- On-site parking
- Paid time off

Ability to commute/relocate:
- Burlington, ON L7P 5B1: reliably commute or plan to relocate before starting work (required)

Experience:
- CSR: 2 years (required)

Language:
- English (required)

Work Location: In person

📌 Customer Success - Account Representative (Burlington)
🏢 CCi Global Technologies
📍 Burlington