🛠 Tech Stack

💼 About This Role

You'll independently manage complex customer issues for a SaaS platform serving pet care businesses. Your work improves workflows and documentation while mentoring junior teammates. This role combines autonomy with impact in a mission-driven company.

🎯 What You'll Do

• Independently manage support requests across ticketing, chat, and phone
• Troubleshoot complex product issues without supervision
• Handle high-volume queues while maintaining quality
• Create and update knowledge base articles and macros

📋 Requirements

• 2–4+ years of customer support experience in SaaS
• Proven ability to independently resolve complex customer issues
• Experience managing high-volume support queues across channels
• Strong troubleshooting skills for non-routine issues

✨ Nice to Have

• Experience supporting B2B SaaS in SMB environments
• Familiarity with support metrics like CSAT, FRT, TTR
• Cross-functional collaboration experience

🎁 Benefits & Perks

• 🌍 Remote-first work environment
• 🏥 Competitive compensation (CA$50K–CA$70K)
• 📚 Professional development opportunities
• 🐾 Mission-driven pet care impact

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min