Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI. We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

Visit Schema App at www.schemaapp.com or on LinkedIn.

About the Role The Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts. You will operate at the center of customer execution — ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.

This role is ideal for someone who thrives on technical precision, strong prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.

This role reports to the Manager of Customer Success.

Functional Accountabilities Act as a Product & Technical Expert

Maintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflows

Contribute to improving internal workflows, templates, support documentation, and technical best practices

Example Exceeding Expectations: Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.

Deliver High-Quality Schema Authoring

Author schema markup in Highlighter with accuracy and consistency

QA templates and ensure alignment to best practices

Maintain and update templates as part of ongoing account management

Example Exceeding Expectations: Improve template quality or create efficiencies that reduce rework and increase deployment speed.

Elevate Product & Process Through Feedback

Document bugs, issues, and enhancement opportunities clearly

Submit structured feedback via GitHub or internal processes

Contribute to improving tools, workflows, and documentation

Example Exceeding Expectations: Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.

Support Technical Readiness for Customers





Partner with Implementations Manager on scoping documentation

Assist with integration testing, validation, and documentation

Ensure technical requirements are clearly captured and executed

Example Exceeding Expectations: Identify gaps in scoping or integration early and prevent onboarding or deployment delays.

Support CSMs with Precision & Speed

Partner with CSMs on QBR preparation, reporting, and customer deliverables

Execute on customer requests (reports, opportunities, insights) with accuracy and clarity

Maintain detailed notes, action items, and documentation

Example Exceeding Expectations: Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes.

Own Monitoring, Maintenance & Reporting

Execute and monitor schema deployments and maintenance tasks according to contract cadence

Analyze performance and flag anomalies or opportunities proactivelyMaintain accurate and timely reporting for all assigned accounts

Example Exceeding Expectations: Identify a recurring issue or optimization opportunity and implement a scalable solution that improves deployment quality across multiple accounts.

Manage & Resolve Support Queue

Own support ticket queue, ensuring timely and accurate resolution

Triage, prioritize, and escape issues appropriately

Collaborate cross-functionally to resolve complex technical challenges

Example Exceeding Expectations: Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.

Key Competencies

Technical Precision, Execution Excellence & Attention to DetailDelivers consistently accurate, high-quality work across deployments, templates, and documentation. Maintains high standards for QA, documentation, and execution with minimal errors or rework.

Cross-Functional CollaborationWorks effectively with CSMs, Implementation, and Product to resolve issues and deliver outcomes.

Process Improvement MindsetContinuously identifies opportunities to improve workflows, reduce friction, and increase efficiency.

Prioritization & Time ManagementEffectively manages multiple accounts, tickets, and deliverables with solid attention to deadlines and impact.





Clear & Structured CommunicationCommunicates clearly and concisely in tickets, documentation, and internal collaboration.

Analytical Thinking Identifies trends, issues, and opportunities through data and execution patterns.

Proactive Ownership & Continuous ImprovementTakes initiative to identify issues, inefficiencies, or opportunities before being asked. Proactively drives improvements to processes, documentation, workflows, and customer outcomes while consistently looking for smarter, more scalable ways to support the team and customers.

Efficiency HabitsContributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.

Success Metrics

≥ 95% on-time completion of maintenance and deployment tasks

Support ticket resolution time within SLA with ≥ 4.7/5 internal/customer satisfaction

≥ 95% accuracy in schema authoring, QA, and documentation (minimal rework required)

Complete and accurate documentation across 100% of assigned accounts

Identification and contribution to ≥ 2 process or efficiency improvements annually

Reduction in recurring support issues or deployment errors over time

Core Values

Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.

Resourceful: We are resourceful, take action on opportunities, and don’t give up.

One Team: We are collaborative, we win and learn together.

We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don’t, and seek clarity through curious questions.

Life @ Schema App

Culture focused on your growth: Weekly 1:1 with conversations around Career development

Great benefits for health & wellness, and your coverage starts as soon as you do

RRSP matching!

Flex days to re-energize on top of vacation days and you don’t work on your birthday

The Culture Club keeps our virtual team connected through fun and innovative events

Diverse smart team! The more inclusive we are, the better our work will be

Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.

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📌 Customer Support Associate (Courtice)
🏢 Schema App
📍 Courtice