Customer Support Specialist - Workleap

Job Description

So, what will your new role look like?

The Customer Support Specialist provides technological support to our customers by ensuring efficient resolution of issues and requests related to our products. They ensure customer satisfaction while nurturing the valuable relationships we have with our clients.

Responsibilities:

• Provides technical support services to clients, including troubleshooting, problem resolution, and maintenance;
• Offers practical advice to customers to help them resolve similar requests in the future. Provides recommendations and best practices tailored to their specific business needs;
• Guides clients toward resolution to the best of their knowledge when the source of the issue is not related to our products;
• Manages client requests in Intercom and during scheduled meetings while maintaining quality and addressing volume;
• Plays a collaborative role in carrying out technical initiatives or projects through acquired knowledge and skills;
• Helps identify clients at risk of churn and those with expansion potential, and escalates this to the Sales team;
• Provides relevant feedback to Product teams to improve the customer experience with our products;
• Acts as the voice of the customer within the company.

A typical week?   

As a member of our Customer Support team, your week will include a variety of tasks that contribute to the delivery of exceptional customer experiences and smooth product operations. Here's what a typical week might look like:

• Respond to customer inquiries via email and live meeting with professionalism and empathy;
• Investigate and troubleshoot technical issues, escalating when necessary to engineering or product teams;
• Collaborate with peers and other departments (Product, Sales, etc.) to resolve complex cases;
• Participate in daily team stand-ups to share updates and align on priorities;
• Monitor product performance and flag recurring issues or potential bugs;
• Provide feedback to improve tools, processes, and the overall support experience.

What does your future team look like?   

You will be joining the Workleap support team, which provides assistance to the entire Workleap customer base. The team works in collaboration with the Customer Support Manager, the Director of Support, as well as the Product and Sales teams. Our support team’s mission is to deliver the best customer experience to complement our products by making work simpler for our clients.

With a rapidly growing number of supported products, we’re pushing the boundaries of innovation while staying laser-focused on delivering an exceptional customer experience in a highly competitive market. We’re on a mission to streamline our processes and boost efficiency across the board. If you thrive in fast-paced environments and love turning challenges into opportunities, we want to hear from you.

What are the next challenges awaiting your team?  

As we continue to scale and evolve, our Support team will tackle several key challenges in the coming months. Joining us means stepping into a dynamic environment where your impact will be felt from day one.

Here’s a preview of what’s ahead:

• Supporting product growth: Adapting to a growing product offering with new features and releases that require technical understanding;
• Scaling processes: Helping redesign and optimize internal workflows as we aim for greater efficiency and consistency across the team;
• Maintaining high-quality service: Balancing speed and quality in a fast-paced environment while keeping customer satisfaction high;
• Knowledge management: Contributing to the expansion and refinement of our knowledge base and internal documentation;
• Feedback loops with Product and Engineering: Strengthening collaboration with other departments to ensure the voice of the customer is heard;
• Data-driven improvements: Leveraging support metrics to identify improvement areas and advocate for impactful changes.

Qualifications

• 2 years experience in a technical support role;
• Excellent communication skills (English and French);
• Strong ability to resolve complex technical issues;
• Outstanding ability to deliver an exceptional customer experience;
• Ability to provide high-quality work while meeting ticket volume targets.