Responsibilities
- Manage a designated set of cases and incoming communications via email, live chat, and phone using Salesforce, acting as the main contact from initial inquiry to final resolution for crew and client users.
- Analyze and resolve product functionality and production process problems by replicating issues, determining underlying causes, and recommending solutions or alternatives.
- Handle your case queue with defined accountability and promptness, organizing tasks based on customer effect, service level agreements, and potential escalation, and ensuring thorough follow-up until closure.
- Work collaboratively with Customer Success, Payroll Operations, Product, and Engineering departments to address customer concerns, converting user situations into precise technical information.
- Spot patterns and product deficiencies by submitting detailed bug reports and feature requests in tools like Linear, complete with reproduction instructions and business consequences.
- Raise urgent or critical operational problems through PagerDuty or designated escalation paths and assist in managing interdisciplinary efforts until resolved.
- Provide personalized support by tailoring communication to individual customers and contexts, articulating fixes effectively, and predicting additional needs.
- Enhance team knowledge and operational efficiency by developing and updating standard procedures, templates, guides, and other internal resources.
- Participate in improvement initiatives by exchanging effective methods, highlighting chances for process refinement, automation, or deflection, and integrating quality assurance input into daily tasks.
- Guide and assist less experienced colleagues as required through case advice, escalation aid, and demonstrating sound customer decision-making and interaction skills.
Benefits
- Unlimited Paid Time Off
- Remote work option available throughout Canada and the United States
- Medical and Dental coverage
- Allowance of up to $1,500 USD or $2,025 CAD for home office equipment
- Retirement savings plan matching up to 2% for RRSP or 401K
- Access to Learning and Development programs
- Reimbursement of up to $50 USD or $67.50 CAD for Internet or mobile service expenses
