Are you ready to embark on the exciting role of Product Support Expert at Meltwater? We're seeking dedicated individuals like you to join our dynamic team and elevate our customer experience. In this role, you will be responsible for identifying and resolving application and system issues that disrupt Meltwater's business-critical Media Intelligence Platform. Your collaborative approach and solution-oriented mindset are crucial for delivering exceptional services to our clients.

Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Experts and accomplished leaders who stand ready to support you at every turn.

Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential.

What You’ll Do:

Provide excellent product support to our clients via email and live chat to enhance the client experience

Influence product development through valuable feedback to our Product and Engineering teams

Be able to remain organized and be able to prioritize in a high-volume setting

Take ownership of support tickets from start to completion while providing value-added information

Be an expert on Meltwater products and features as they are launched and engage with our Product Experts globally

Contribute to our internal product training sessions and engage with our global Support team

Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies





Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

What You’ll Bring:

A Bachelor's degree, or up to one year of relevant working experience in customer service.

Collaborative and solution-oriented approach to enhance customer experience and foster interdepartmental collaboration.

Ability to prioritize requests to optimize efficiency and team synergy.

Strong technical aptitude, enabling quick learning and implementation of new technologies.

Detail-oriented, proactive, and adept at managing multiple tasks concurrently..

Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is preferred.

Excellent written and verbal communication skills in English.

- Proficiency in French is a valuable asset and considered a plus for this role, enhancing your ability to collaborate across our global team.

Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week.

The ability to legally work in the country of hire is required for this position.

What We Offer:

Flexible paid time off that allows you to have an enhanced work-life balance

Excellent medical, dental,



and vision options

Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.

Energetic work environment with a hybrid work style, providing the balance you need.

Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview:

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.

These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $40,000-$53,000 CAD.

Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Where You'll Work:

110 Spadina Ave Suite 600

Our Story

At

📌 Product Support Expert (Toronto)
🏢 Meltwater
📍 Toronto