Careers / Customer Support Representative

Customer Support Representative
Job Description

About Us:

Foreplay redefines the way marketers engage with ads - empowering them to save ads into a personalized swipe file, curate briefs, and spy on competitors' entire ad libraries.

Founded in 2021, Foreplay is a fast-growing, bootstrapped, and profitable SaaS company building the future of ad creative workflows. Based in Toronto, Canada, with a fully remote team across multiple countries, we're a scrappy and fast-moving startup focused on helping marketers discover, analyze, organize, and leverage the best-performing ads.

Today, more than 10,000 marketers, brands, and agencies use Foreplay to make their creative research and advertising workflows faster and more effective.

The Role:

We're seeking a Customer Support Representative to be a primary point of contact for our customers and community members. You'll play a pivotal role as we scale the business by handling inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels.

Responsibilities:

Respond to customer support tickets via live chat and email during assigned US business hours.

Take ownership of customer issues from the initial request through resolution, including troubleshooting, follow-up, and clear communication.

Develop a strong understanding of Foreplay's products, including Discovery, Spyder, Lens, Swipe File, Boards, and API-related features.

Troubleshoot product, account, billing, subscription, integration, and technical issues within your scope.

Identify potential bugs and recurring product issues, document them clearly,



and escalated them to the appropriate Product or Engineering team.

Proactively follow up on escalated issues and keep customers informed until the issue is resolved.

Maintain accurate and detailed customer and ticket records in our internal systems.

Create and maintain helpful Help Center articles, FAQs, and troubleshooting documentation based on common customer questions.

Use AI tools to improve efficiency while ensuring every customer interaction remains warm, human, accurate, and personalized.

Contribute to support metrics such as response time, resolution time, CSAT, ticket backlog, and recurring issue trends.

Qualifications:

1-2 years of experience in a customer-facing capacity, preferably within the technology sphere, with a focus on SaaS

Experience with Foreplay and/or digital advertising is a major plus.

Exceptional written and spoken English.

Strong problem-solving and troubleshooting skills.

Ability to explain technical concepts clearly to both technical and non-technical customers.

Strong sense of ownership: you don't simply answer a ticket; you make sure the customer's issue gets resolved.

Comfortable identifying, documenting, and escalating product bugs.

Robust attention to detail when documenting tickets and customer issues.

Comfortable working independently in a remote environment.

Comfortable using AI tools to improve productivity while maintaining a human, personalized customer experience.

Comfortable working rotating shifts, including occasional weekend coverage.

What You Need:

A laptop with a reliable internet connection

Willingness and ability to work assigned shifts, which may include weekends, within US time zones.

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📌 Customer Support Representative (Ontario)
🏢 Foreplay
📍 Ontario