Customer Support Specialist

Job description

We're seeking an experienced customer support champion to service the 9am-5pm pacific time for our highly successful SaaS application. This isn't your typical "customer service" position: You'll be joining a supportive, tight-knit, and highly committed team that is passionate about helping customers reach their business goals, and passionate about growing our product. Almost all of your customer correspondence will be via Intercom live chat (no phone calling required). It is highly preferable that you have background knowledge of SEO or digital marketing so you can understand our customers and their goals.

When we say this isn't your typical "customer service" position, we mean it: This is an opportunity to join a fast-growing and industry-leading company with a reputation for outstanding customer service. We're specifically looking for versatile people with a mixed skill set, who can grow into higher-level roles in the longer term. Skills, interests, or proven experience related to content writing and creation, product management, customer success, churn management, SEO, digital marketing, entrepreneurship or similar will be highly valued. We listen to employees, we allow them to take initiative, and we provide training and support along the way. 

🇨🇦 This position is 100% remote and only eligible for those who are authorized to work in Canada.

Key Responsibilities

  • Support customers and provide product education via Intercom live chat
  • Assist customers with billing, upgrades, quotes, and similar inquiries
  • Engage and collaborate with sales and customer success teams when required
  • Use research skills, internal support channels, and teamwork to solve problems
  • Escalate issues/bugs to engineers and collaborate to resolve
  • Manage customer feedback, insights, and feature requests to contribute to our product's continual development
  • Contribute to internal and external documentation
  • Other projects depending on your skillset (writing, product management, customer success, etc)

Job Benefits

  • Profit-sharing, distributed quarterly
  • Frequent promotions
  • 3 weeks vacation 
  • Paid sick days
  • Happy Hour every Friday
  • Extended health benefits
  • Continued education allowance
  • Annual fitness allowance
  • Home office equipment allowance
  • Work from anywhere in the world
  • Supportive and collaborative work environment
  • Join a bootstrapped, product-focused, & customer-oriented team

Job requirements

  • 2+ years in a similar customer support role, preferably for a SaaS
  • Moderate understanding of SEO and/or digital marketing
  • Basic understanding of common digital marketing channels (Google Analytics, Google/Facebook Ads, social media, email marketing, etc.)
  • Advanced written communication and interpersonal skills
  • Native or bilingual English
  • Comfortable in a remote work environment

About AgencyAnalytics

AgencyAnalytics is a reporting platform that helps digital agencies monitor their data and automate their client reporting.

We have been in business since 2010, are 100% employee-owned, and are growing fast.

On top of being obsessed with building the best product possible and helping our customers succeed, we pride ourselves on our company culture. From weekly happy hours, employee of the month awards, profit sharing, fitness allowances, home office allowances, and continued learning...we’re always looking for ways to take care of our team.

For anyone looking to continue building their career in SaaS, this is an opportunity to join a team that is dedicated to building a company you’ll want to stay at for years to come.

AgencyAnalytics is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal opportunities are available to all applicants regardless of race, color, religion, sex, age, marital status, gender identity, and any other characteristic protected by applicable law. We celebrate diversity and are committed to an inclusive environment among our team.