Customer Support Analyst - Remote

Overview

As a Customer Support Analyst, you will play a key role in delivering a high-quality experience for our customers by ensuring their questions are answered promptly and effectively.

In Short

• Respond to customer inquiries in a timely, thorough, and professional manner
• Triage incoming questions and ensure they’re appropriately prioritized and escalated
• Collaborate with internal teams to resolve customer issues effectively
• Analyze and organize customer inquiries to identify recurring issues
• Be proactive in identifying potential issues and addressing them
• Support the development of new processes and maintain strong follow-up skills
• Create monthly SLA reports outlining response time metrics

Requirements

• 3+ years of experience in technical support or customer service
• Technically curious with the ability to understand APIs and webhooks
• Strong written and verbal communication skills
• Friendly, approachable, and customer-focused mindset
• Persistent in follow-ups and able to build relationships
• Familiarity with SQL
• Resilient, results-driven approach to problem-solving
• Willingness to work on-call hours as needed
• Experience with Zendesk or similar platforms

Benefits

• 100% employer paid medical, dental, and vision benefits
• Employer contribution to HSA for US employees
• Annual HCSA and generous extended health care coverage for Canadian employees
• 401(k) for US employees and RRSP for Canadian employees
• Mental health resources available for all employees
• Unlimited paid time off
• Generous paid new parent leave program
• Home office setup stipend
• Stock options program for all employees
• Growth potential and opportunity to have a significant impact