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.

At our core, we believe that in the age of AI, a brand is only as solid as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

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. 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 Maintain and update templates as part of ongoing account management Improve template quality or create efficiencies that reduce rework and increase deployment speed.

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 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 Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes. Execute and monitor schema deployments and maintenance tasks according to contract cadence Analyze performance and flag anomalies or opportunities proactively Maintain accurate and timely reporting for all assigned accounts 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 Collaborate cross-functionally to resolve complex technical challenges Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.

Technical

Precision, Execution Excellence & Attention to Detail Delivers consistently accurate, high-quality work across deployments, templates, and documentation. Cross-Functional Collaboration Works effectively with CSMs, Implementation, and Product to resolve issues and deliver outcomes.

Process Improvement Mindset

Continuously identifies opportunities to improve workflows, reduce friction, and increase efficiency. Prioritization & Time Management Effectively manages multiple accounts, tickets, and deliverables with strong attention to deadlines and impact.

Analytical Thinking

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

Proactive

Ownership & Continuous Improvement Takes 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. Support ticket resolution time within SLA with ≥ 4.7/5 internal/customer satisfaction ~≥ 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 AI-based tools may be used to support screening; Great benefits for health & wellness, and your coverage starts as soon as you do 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 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.

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