✔ ️ Work from home

✔ ️ Mixture of day, night (not overnight), and weekend shifts.

✔ ️ We are currently prioritizing candidates from Saskatchewan and Alberta

✔ ️ This is an evergreen position, we are always hiring!

**This is a remote position for candidates all over Canada. Prioritizing candidates in Alberta, Manitoba, and Saskatchewan.

If you love responding to email tickets to help people find what they are looking for online, have fun replying to social media comments and DMs in different brand voices, get excited watching a sale come in after you've finished a call with a customer, get a thrill from answering an online chat in under 5 seconds, enjoy reaching out to customers with discounts for their fave products, and understand the importance of thoughtfully responding to online reviews, all while doing it in sweatpants in front of the TV, then have we got a job for you!

In Social is hiring a full-time Customer Service Representative, or, what we call a "Digital Support Squad Representative" (CSR) to help support our clients’ online customer journey by providing inbound and outbound support for their customers, and engaging with their social communities online.

Why are we hiring? Not only are we rapidly expanding our client roster and need more team members, but we keep promoting our current team members in other roles, and need to fill their spots!

Founded in 2015, we are a 20+ person Shopify Plus digital marketing agency working remotely and based in Toronto. We do everything related to digital marketing including, but not limited to; paid and organic social media, email/SMS marketing and automation, website design & development, influencer marketing, branding and design, Ecommerce & Amazon management, US based fulfillment, and online customer service, for clients across the world in industry verticals ranging from skincare, apparel, beauty, restaurants, home decor, CPGs, baby products, health and wellness, real estate, accounting, and more.

Some of our clients have been featured in Vogue, Cosmopolitan, Forbes, Business Insider, GOOP, and are sold in major retail chains like Walmart, Target, and Loblaws, and we even have a client who hosted the White House Correspondents Dinner!

WHAT TO KNOW ABOUT THIS ROLE:

The Digital Support Squad is our entry-level role where we foster our talent and then promote from. Over 50% of our marketing team members have come from the Digital Support Squad.

When you’re hired as a DSSR, you not only get trained to do the job, but you also get to experience working at a digital marketing agency, access to education and high-level experience with marketing campaigns and deliverables, and the opportunity to determine what career path you’d like to follow in the future.

When you land a job at In Social, you land a career.

WORK WITH US AND YOU WOULD BE:





- Inbound Customer Support: representing and operating as the individual brands on our Client roster, leveraging various customer service software, robust training manuals, supervisory support, and the support of your fellow team members to accurately, effectively, and efficiently respond to inbound emails/tickets, online chats, and VoIP phone calls in order to resolve customer inquiries, provide product recommendations, save potential lost sales, process refunds and reshipments, and increase sales conversions.
- Outbound Customer Support & Sales representing and operating as the individual brands on our Client roster, leveraging various customer service software, robust training manuals, supervisory support, and the support of your fellow team members to reach out to provided lead lists through email and/or VoIP phone systems to convert potential customers into sales.
- Community Management & Proactive Engagement: working alongside our social media team to respond to the social media comments or DMs, or engaging in public social media discourse as our Client’s, leveraging robust brand voice guidelines, in order to promote a positive public brand persona and resolve customer inquiries effectively and efficiently.
- Review Management: responding, moderating, and filtering the reviews left by the customers of our Client’s on their owned websites using tools like Okendo, Smile.io, and Stamped, or on review platforms like Google My Business, Yelp, et al.
- Following Processes & Procedures: accurately and effectively leveraging provided training documents and corresponding procedures, and identify areas of improvement to your supervisors or managers.
- Team Collaboration working with your fellow Digital Support Squad Reps to brainstorm and identify solutions that may be outside of normal procedures, or flagging to your supervisors or manager to determine if Client escalation is necessary, as well as working with our Marketing team to implement In Social’s Full Circle Approach to Digital Marketing to the Customer Service channel.
- Providing Strategic Insights: bringing your “in the weeds” knowledge of customer feedback, issues, and trends to the broader team in order to help brainstorm marketing campaigns, process improvements, or general ideas that can be brough to our Clients to improve our service offering to them, and increase our generated results.
- Proofing Support:



reviewing deliverables from the Marketing team as part of our “Last Eyes” process to ensure there are no mistakes, while also giving feedback based on your customer support insights, all while getting the experience and exposure to marketing strategies across our various service verticals

TO WORK WITH US YOU SHOULD HAVE:

- Have at least 1 year experience working in some sort of customer service role (online or offline)
- Must be native or fluent in English
- Have exceptional interpersonal skills
- Have comprehensive reading and writing skills
- Have critical thinking and problem solving skills in the context of customer service
- Be able to answer or make phone calls with ease
- Love helping people
- Be trustworthy, dependable, and reliable in a work-from-home environment
- Thrive in a casual work environment
- Have a functioning laptop and strong internet connection
- Pay exceptional attention to detail and includes the code dssr2025 in your cover letter
- Be available to work days and nights (no overnights) during both the week and weekends for 40 hours a week
- Bonus points if you speak fluent or native French

WHEN YOU WORK WITH US, YOU GET:

- A guaranteed 40 hours/week shift schedule
- A comfortable work environment, being remote (forever) with a potential hybrid model addition (if you choose)
- A team that actually enjoys each other, support each others, and works collaboratively together
- Weekly stretch and game time (you won’t be able to beat our boss at Mario Kart Tour, trust us)
- Events like summer retreats in Muskoka, winter holiday parties, murder mystery party nights, painting and drink making events, and whatever else you can think of!
- Free swag (we have a store and a rewards program for said store: shop.insocial.ca)
- Additional opportunities for bonuses based on trackable performance
- Prospect for growth – we promote internally 95% of the time
- Health benefits (we offer a Health Spending Account)
- Free stuff from our clients

WHAT YOU SHOULD KNOW IF YOU JOIN OUR TEAM:

- Trustworthiness is one of the most important attributes you’ll need to be successful here
- We train extremely hard upfront so that we can prepare you and let you go to do your thing
- Our female led business is built to help women succeed in their careers without boundaries
- We are an 2SLGBTQIA+, BIPOC, differently-abled allied agency
- We expect a lot from each other, and we expect you to expect the same from us

If, after reading the above, this sounds like you, then we want to hear from you! We prefer that you shoot us a note to careers[at]insocial[dot]ca with your cover letter and resume. Those candidates will be given priority.

Pay: $15.00-$17.60 per hour

Expected hours: 40.0 per week

Benefits:

- Casual dress
- Company events
- Dental care
- Extended health care
- Vision care
- Work from home

Work Location: Remote

📌 Customer Service Representative (Canada)
🏢 In Social
📍 Canada