Who you are

- Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you!

- We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team as the Customer Support Specialist I

- Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!

- Curious with great detective skills - problem solving really gets you excited!

- Tech savvy, a solid understanding of, and a thirst to learn, new technologies and tools

- 1 year experience in a customer-facing role at a SaaS software company

- Previous exposure with support tools (ex. Zendesk, Jira) are nice to have in this role

- Excellent written and verbal communication skills with attention to detail

- Strong organizational skills, calendar management, and prioritization are areas you excel in!

- Ability to multitask and context switch with ease

What the job involves

- 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
- To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible 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

- Reproduce issues, review logs and internal resources as needed to debug issues

- 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

- Empower: 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

- Partner: 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

- Learn: Continuously learn about new features and product improvements, maintaining SME knowledge

- Participate in team huddles to share new product learnings

- Spot trends and proactively identify areas for team/process/product improvements

The application process

- Deadline to Apply: 11 September 2026 at 05:00 BST

Benefits

- Robust Health Benefits

- Extended Parental Leave

- Employee Stock Options

- Professional Mastery Budget

- Remote Work Subsidies

- Annual Company Retreat
- Generous Paid Time Off Program

- Team Socials

📌 Customer Support Specialist (Vancouver)
🏢 Loopio
📍 Vancouver