Location: Ottawa, Canada / Florida, USA

Reports To: Customer Support Manager

Department: Customer Support

About the Role

We are looking for a motivated and detail-oriented Content, Design & Support Specialist to join our Customer Support team in Ottawa, Canada / Florida, USA.

This role is a maternity cover position for a UK-based team member.

You’ll be part of the front line of customer interaction - responding to tickets, calls, and requests to ensure our Crave and HCN customers receive fast, friendly, and effective support. Working closely with senior team members, you’ll help action content updates, implement new designs, and assist in the delivery of projects and customer requests.

This is a great opportunity for someone with strong communication skills, a creative eye, and a passion for problem-solving who’s looking to grow within a supportive and dynamic team.

Key Responsibilities

Customer Support

 Act as first-line support, responding to customer queries via tickets, calls, and email.

 Triage and escalate technical or complex issues to the appropriate senior team member or department.

 Ensure all customer interactions meet service quality standards and SLA targets.

 Log, categorize, and track issues accurately in Freshdesk (or other support systems).

 Maintain a helpful, professional, and empathetic tone in all communications.

Content & Design Support

 Action content updates and design changes as instructed by the project and support teams.

 Assist in creating, formatting, and maintaining customer content across platforms.

 Support new design builds and content refreshes for customers as part of ongoing service improvements.

 Demonstrate a good eye for layout, spacing, and visual balance, ensuring all digital materials look polished and professional.

 Use tools such as Adobe Photoshop (and similar design platforms) to make edits, optimize imagery, and prepare content for upload.





 Ensure all content and visuals meet brand standards and are fit for customer use.

Collaboration & Process Support

 Work closely with senior advisors, project coordinators, and hardware teams to ensure smooth handling of customer needs.

 Help identify recurring issues or areas for improvement in support workflows.

 Contribute to maintaining internal documentation and support guides.

 Participate in team training and development sessions to build product and system knowledge.

Skills & Experience

Essential

 Previous experience in customer service, technical support, or content management (1–2 years preferred).

 Strong written and verbal communication English language skills.

 Strong written and verbal Spanish language skills.

 Ability to manage multiple tickets and tasks in a fast-paced environment.

 Good attention to detail and commitment to accuracy.

 Understanding of digital content or design tools (e.g. Adobe Photoshop).

 Eagerness to learn and develop new skills within customer support and content management.

Desirable:

 Familiarity with Freshdesk or similar ticketing systems.

 Basic technical knowledge of hardware or software troubleshooting.

 Experience working within a SaaS, media, or technology business.

 An interest in UX, or customer experience design.

What We Offer

 Full training and ongoing development within a supportive team environment.

 Opportunity to grow and progress into more senior customer support or design-focused roles.

 Competitive benefits package (if transitioned to employee).

 A collaborative, creative, and customer-first workplace culture.

Pay: $21.00-$22.00 per hour

Benefits

- In office gym
- On-site parking

Experience:
- Content Management: 2 years (required)
- Technical: 2 years (required)
- Customer service: 2 years (required)
- Design Tools: 1 year (required)

Language:
- English & Spanish (required)

Work Location: In person

📌 Content, Design & Support Specialist (Ottawa)
🏢 HCN, The Hotel Communication Network
📍 Ottawa