Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I. Reporting to the Manager of Support, our Customer Support Specialists take ownership of troubleshooting and resolving reported issues in a timely manner, providing best-in-class customer service and creating customers for life.

Our customers always know we have their back! This support role will cover core working hours of 10am - 6pm PT / 1 - 9pm ET. In alignment with our “Got Your Back” team mantra, this role may occasionally require versatile scheduling to cover absences due to leave, illness, statutory holidays, or other unforeseen circumstances.

A day in lieu will be provided in these instances.

Support: Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries Deliver viable workarounds and solutions to help customers meet deadlines Provide both quick and high-quality support to our customers, via email and phone Communicate complex information to customers in a simple and easy-to-understand format Create and maintain help center resources to aid customers in self-service Document internal learnings, assisting other support team members in solving tickets Participate in internal training sessions to teach your teammates new skills With the wider Customer Experience team, delivering value and contributing to customer retention With Engineering as the main support escalation point,



bringing the voice of the user to prioritize software defects With Product and Design by sharing customer product feedback and discussing feature requests Spot trends and proactively identify areas for team/process/product improvements Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra! ~ 1 year experience in a customer-facing role at a SaaS software company ~ Previous exposure with support tools (ex. Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.

The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).

We offer flexible co-working locations available to Loopers in ON and BC. with core sync hours and focus time for headsdown work during the workday Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support!

We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day 1 with Loopio. We’ll set you up to work remotely with a MacBook laptop, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.





Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. AI in Recruitment At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process.

These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines AI Usage in Interviews The Loopio interview process is designed to help us better understand your professional experiences, as well as your unique perspective and approach to delivery and collaboration. To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant.

For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reflection of your personal insights, skills and decision-making. Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. com) should you require accommodations at any point during our virtual interview processes. #

📌 Client Service Rep - Part Time (Vancouver)
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