As part of our Customer Success Team, the Customer Support Specialist plays a pivotal role in ensuring effective support of both our customers and their employees. You’ll be on the front line of the customer experience, providing timely, thoughtful, and effective support. You’ll resolve technical issues, troubleshoot platform challenges, and provide general product guidance, while acting as a liaison between support, Customer Success/Onboarding and Product/Development teams.

This role is ideal for someone who enjoys solving problems, is comfortable navigating technology, and can communicate clearly with both technical and non-technical audiences. Above all, you’ll help ensure our customers feel heard, supported, and confident that their questions are in capable hands. Our goal is to provide companies with an easy-to-use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving excellent business results and building better organizational cultures.

Deliver a reliable customer support experience: Own incoming customer and employee inquiries across support channels, providing timely, clear, and effective assistance while working within established service level agreements (SLA) Consistently achieving KPI of Customer Satisfaction Score (CSAT) Take ownership of support requests from initial investigation through resolution, keeping customers informed and ensuring tickets continue moving forward. Understanding our customer’s usage of our product to identify support trends, and provide more informed support. Focusing on effectively delivering our Customer Promise including Customer Journey Ownership, Proactive Communication, and Ease of Escalation.

Technical Support Knowledge:



Resolve issues through platform or system configuration, available workarounds, or by clearly documenting and reporting confirmed product defects. Take initiative to investigate and resolve technical issues independently, using available tools, documentation, and resources before escalating to Tier 2, while recognizing when an issue requires additional technical expertise Process Improvement: Proactively identify opportunities to strengthen support processes, documentation, and operational efficiency Maintain and improve Help Center resources and collaborate cross-functionally to implement improvements that create a better experience for customers and internal teams Fulfill administrative and platform requests for internal teams in a timely manner, balancing these operational tasks alongside client support to ensure all deliverables consistently meet established timelines and SLAs.

Redemption Support: Assisting in order fulfillment, including purchasing rewards, troubleshooting redemption and vendor issues, and record keeping You have 2+ years of direct experience supporting non-technical end users in a high-volume environment and you're genuinely positive at it.

Preferably

SaaS customer support experience.

Great Communication Skills:



Ability to explain a technical workflow to a non-technical audience and continue active follow up on tickets both in written format and over the phone CRM experience: Experience using CRM tools, preferably Hubspot. Support ticketing/helpdesk platform experience Technical support experience: Learning and/or already utilizing basic terminal/command-lines, SQL, and/or python in day-to-day workflows Technical Project Tracking Experience- Learning and/or already utilizing tools like Jira, Confluence, and/or Grafana in day-to-day workflows Experience using and/or implementing AI tools and solutions for support Remote Work: We are a distributed workplace (100% remote). This position is open to anyone residing and able to work in Canada on a remote basis.

Wellness Days: In addition to paid vacation days, we offer flexible paid time off to fit individual needs. Includes health, dental, vision care, EFAP and more. An additional paid day off and $$ to spend to help check items off your own bucket list!

Home Office and Learning & Development Benefits: Support for your home workspace and funding to grow your skills. We’ll help you achieve not just your career goals, but your personal goals as well!

Anticipated Salary

Range for this role is $60,000 to $70,000 CAD plus performance based bonuses. The final offer will consider factors such as your expertise, role alignment, and internal equity. We encourage individuals from underrepresented groups to apply, as we strive to build a team that reflects the diverse communities we serve.

At Bucketlist

Rewards, we use AI-assisted tools to help review and prioritize applications. AI screening is used to help sort resumes, with human review involved at every stage of our hiring process.

📌 Customer Support / Customer Service Representative **IMMEDIATE HIRE** (Toronto)
🏢 bucketlist
📍 Toronto