Junip is looking for someone to support our customers.

You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.

The Junip product

We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.

What you’ll do
Resolve difficult/technical customer problems via live-chat, email & video calls
Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)
Write, maintain & improve our help documentation
Manage Fin, our AI support agent, which resolves ~75% of customer problems
Create recent ways to scale & improve our customer support

Must have




Written communication - explain complex ideas in straightforward, concise terms
People skills - know when/how to elevate situations & when/how to de-escalate situations
Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations
Proven ownership - clear outcomes you’ve driven in a previous role
Curiosity - actively learning more about the product, problems customers face & ways we can best support them

Nice to have
Experience in ecommerce/ecommerce technology
Experience in customer facing roles
Experience driving outcomes with AI tools
An interest in the craft of customer experiences & hospitality

Important things to know
Competitive perks, PTO & compensation
We’re a small team
Profitable + growing
We have an office in Kitchener
Day to day is typically flexible/remote
Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)
J-18808-Ljbffr

📌 Customer Operations & Support Kitchener
🏢 Junip
📍 Kitchener