Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We're a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.We work with some of the world's most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That's why we're building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.Visit Schema App at www.Schemaapp.Com or on LinkedIn.About the RoleThe Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts. You will operate at the center of customer execution — ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.This role is ideal for someone who thrives on technical precision, robust prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.This role reports to the Manager of Customer Success.Functional AccountabilitiesAct as a Product & Technical ExpertMaintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflowsContribute to improving internal workflows, templates, support documentation, and technical best practicesExample Exceeding Expectations: Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.Deliver High-Quality Schema AuthoringAuthor schema markup in Highlighter with accuracy and consistencyQA templates and ensure alignment to best practicesMaintain and update templates as part of ongoing account managementExample Exceeding Expectations: Improve template quality or create efficiencies that reduce rework and increase deployment speed.Elevate Product & Process Through FeedbackDocument bugs, issues,



and enhancement opportunities clearlySubmit structured feedback via GitHub or internal processesContribute to improving tools, workflows, and documentationExample Exceeding Expectations: Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.Support Technical Readiness for CustomersPartner with Implementations Manager on scoping documentationAssist with integration testing, validation, and documentationEnsure technical requirements are clearly captured and executedExample Exceeding Expectations: Identify gaps in scoping or integration early and prevent onboarding or deployment delays.Support CSMs with Precision & SpeedPartner with CSMs on QBR preparation, reporting, and customer deliverablesExecute on customer requests (reports, opportunities, insights) with accuracy and clarityMaintain detailed notes, action items, and documentationExample Exceeding Expectations: Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes.Own Monitoring, Maintenance & ReportingExecute and monitor schema deployments and maintenance tasks according to contract cadenceAnalyze performance and flag anomalies or opportunities proactivelyMaintain accurate and timely reporting for all assigned accountsExample Exceeding Expectations: Identify a recurring issue or optimization opportunity and implement a scalable solution that improves deployment quality across multiple accounts.Manage & Resolve Support QueueOwn support ticket queue, ensuring timely and accurate resolutionTriage, prioritize, and elevate issues appropriatelyCollaborate cross-functionally to resolve complex technical challengesExample Exceeding Expectations: Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.Key CompetenciesTechnical Precision, Execution Excellence & Attention to Detail Delivers consistently accurate, high-quality work across deployments, templates, and documentation. Maintains high standards for QA, documentation, and execution with minimal errors or rework.Cross-Functional Collaboration Works effectively with CSMs, Implementation, and Product to resolve issues and deliver outcomes.Process Improvement Mindset Continuously identifies opportunities to improve workflows, reduce friction, and increase efficiency.Prioritization & Time Management Effectively manages multiple accounts,



tickets, and deliverables with strong attention to deadlines and impact.Clear & Structured Communication Communicates clearly and concisely in tickets, documentation, and internal collaboration.Analytical Thinking Identifies trends, issues, and opportunities through data and execution patterns.Proactive Ownership & Continuous Improvement Takes initiative to identify issues, inefficiencies, or opportunities before being asked. Proactively drives improvements to processes, documentation, workflows, and customer outcomes while consistently looking for smarter, more scalable ways to support the team and customers.Efficiency Habits Contributes to Schema App's culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.Success Metrics≥ 95% on-time completion of maintenance and deployment tasksSupport ticket resolution time within SLA with ≥ 4.7/5 internal/customer satisfaction≥ 95% accuracy in schema authoring, QA, and documentation (minimal rework required)Complete and accurate documentation across 100% of assigned accountsIdentification and contribution to ≥ 2 process or efficiency improvements annuallyReduction in recurring support issues or deployment errors over timeCore ValuesGrowth Mindset: We are adaptable, nimble, and resilient. We are always learning.Resourceful: We are resourceful, take action on opportunities, and don't give up.One Team: We are collaborative, we win and learn together.We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don't, and seek clarity through curious questions.AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.Life @ Schema AppCulture focused on your growth: Weekly 1:1 with conversations around Professional DevelopmentGreat benefits for health & wellness, and your coverage starts as soon as you doRRSP matching!Flex days to re-energize on top of vacation days and you don't work on your birthdayThe Culture Club keeps our virtual team connected through fun and innovative eventsDiverse smart team! The more inclusive we are, the better our work will beSchema App's purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.

📌 Customer Support Associate (Clarington)
🏢 Schema App
📍 Clarington