About the Role

We're an early-stage startup looking for a Customer Success Associate to help us scale while maintaining a high bar for customer experience.

This role has one job: making sure our customers are supported, successful, and never left guessing. You'll own front-line support, work closely with product and CX leadership, and grow into broader ownership of the customer journey as you build product and industry knowledge.

This is a great role for someone who enjoys being close to customers and product, is comfortable in a startup environment, and takes initiative once they understand the context.

You won't be handed a rigid playbook. Training is hands-on and shadow-based, and once you're up to speed, you'll be trusted and empowered to identify problems and proactively work toward solutions.

What You'll Be Responsible For

Front-Line Support & CX Operations

- Own incoming customer support requests through tickets in HubSpot
- Respond promptly and professionally to customer inquiries
- Troubleshoot issues and resolve them independently when possible
- Escalate product or technical issues with clear context when needed
- Track trends in customer questions and feedback, and share insights with the team
- Document what you learn so the next person (or customer) finds the answer faster
- Ensure customers feel supported, informed, and followed up with

This role is not a call-center-style support position. Success is driven by quality, ownership, and judgment — not ticket volume.

Building Customer Knowledge

- Develop real working knowledge of the product and how customers actually use it




- Understand our customers' operations well enough to anticipate what they need
- Recognize when a customer's needs point to something more we can do for them, and flag expansion or upsell opportunities to the team
- Partner with product to make sure customer pain gets translated into real fixes

Where This Role Is Headed

We're hiring for the person, not just the opening. As you build context and trust, ownership expands. Over time, this role grows to include:

- Phone support — being a live voice for customers, not just an inbox
- Owning the onboarding flow — guiding new customers from signed to fully up and running, and improving that process as you learn where it breaks
- Proactive account outreach — checking in before problems surface rather than waiting for a ticket
- Shaping how we deliver customer success as the company scales

None of this is expected on day one. It's the direction we're building toward, and we're looking for someone who wants to grow into it.

What We're Looking For

- Comfortable working in a startup or fast-moving environment
- A self-starter who takes initiative after gaining context
- Strong written and verbal communication skills
- Organized, detail-oriented, and reliable with follow-through




- Comfortable interacting with customers directly, including over the phone
- Willing to learn new tools, workflows, and skills
- Able to make judgment calls and escalate thoughtfully when needed

We work with customers whose businesses run on equipment, schedules, and job sites. You don't need to know that world coming in, but an interest in learning how it actually works will make this role a lot more rewarding.

Nice to Haves

- Prior experience in customer support, customer success, or operations
- Experience supporting a SaaS product or troubleshooting software workflows
- Experience with customer onboarding or implementation
- Familiarity with HubSpot or a similar CRM / ticketing system
- Experience working at an early-stage startup or small team
- Experience with JIRA or other project management tools
- Exposure to construction, equipment, or another field-operations industry

These are a bonus, not requirements. We're happy to train the right person who brings solid fundamentals and curiosity.

Training & Support

Because we're a startup, training is practical and hands-on, not rigid or overly formal.

- You'll begin with a shadowing and ramp-up period
- Ownership will increase as you gain familiarity with the product and customers
- You'll have clear escalation paths and access to leadership support
- Once trained, you'll be empowered to solve problems proactively, not just pass them along
- As you demonstrate readiness, we'll expand your scope toward phone support and onboarding ownership

📌 Customer Experience Associate (Canada)
🏢 Tough Commerce
📍 Canada