About us

ProCharted builds practice management software for Canadian accounting firms, and we just launched an AI feature that prepares tax returns automatically. Hundreds of firms are coming on board, and every one of them deserves fast, knowledgeable help. That's where you come in.

What you'll do

- Be the first response on support tickets, chat, and email: answer questions, solve problems, and keep every customer moving
- Walk new firms through onboarding and setup, from account configuration to their first prepared return
- Troubleshoot issues hands-on, reproduce bugs, and write them up clearly for the development team
- Turn repeated questions into help articles and how-to guides so the same problem never needs answering twice
- Share what customers are struggling with and asking for, so their voice shapes the product
- Support demo scheduling and follow-ups during busy periods

What we're looking for

- 1+ years in customer support, customer service, or a client-facing role, ideally with software
- A patient teacher: you can walk a busy,



stressed accountant through a fix without jargon and without making them feel slow
- Clear, qualified written English; most support happens in writing
- A knack for troubleshooting: you isolate the problem before escalating it
- Calm under volume; tax season means real spikes, and you keep your footing

Nice to have

- Experience at an accounting or bookkeeping firm, or supporting accounting software (TaxCycle, ProFile, QuickBooks, etc.)
- Experience with a helpdesk tool (Zendesk, Intercom, Freshdesk or similar)
- French is a bonus; some of our customers work in it

What we offer

- A growing Canadian software company at its most exciting moment, with customers who genuinely love what we just shipped
- Direct impact: what you learn from customers goes straight into the product
- A small, direct team where your work is visible and valued

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Pay: $48,000.00-$56,000.00 per year

Benefits

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Work Location: Hybrid remote in Burnaby, BC

📌 Customer Support Specialist (Burnaby)
🏢 ProCharted
📍 Burnaby