- Our Product Support Specialists are the foundation to Jobber’s success. We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award winning level of customer service

- This is a dynamic, fast-paced contact centre environment—using live chat, phone or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback

- This role directly impacts the lives of our entrepreneurs who rely on Jobber to run their businesses, which is a responsibility we don’t take lightly

- Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email

- Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow

- Maintain high channel productivity across our different mediums

- Be a liaison for customer feedback to product and technical teams

- Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions- Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge

- Be empathetic to our customers’ journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them

- Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software

- Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values,



so showing up for your team and customers is number one

- Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly

- Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key

- Have 1 year of contact centre experience, preferred

- Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction

- Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service- Step 1: We’ll review your application! The candidates whose customer service experience aligns with the role will be moved forward in the process. We’re looking for problem solvers, and people used to working in a fast-paced and multi-tasking environment. Make sure to highlight this one your application!

- Step 2: AI interview! Candidates moving forward will receive a link to complete a brief, AI interview through Metaview

- Step 3: Initial convo with TA! A member of Talent Attraction will reach out to you for a first conversation. We want you to share your unique story and experience, and see how you’ll help drive us forward. This is also a great chance to ask questions about Jobber and the role!

- Step 4: Team Interviews! You’ll have two interviews with your potential team leader and peers to dig into your previous experience and performance, as well as to see your skill set in action in a Customer Support role play. We’re constantly raising our bar and excited to see what you can bring to Jobber

- Step 5: Offer!

📌 Product Support Specialist (Future Opportunities) (Edmonton)
🏢 Jobber
📍 Edmonton