Service Support Specialist Unbounce

About the role:

Our purpose in Customer Experience is to help our customers grow smarter and make their experience effortless.

Were looking for committed team players who prioritize seamless customer experiences. This involves support across various channels and methods, always tailored to customer needs and company goals. Whether driving revenue or enhancing satisfaction, our focus is on customer and business success. As adaptable team members, we ensure smooth experiences at every touchpoint. As a Service Support Specialist, youll lead in delivering exceptional support. From personalized assistance to product insights, youll ensure customer satisfaction and team success.

Please note: The standard work schedule for this role is typically Monday to Friday; however, there may be occasional requirements to work on *holidays, or at different times from your usual shift. This flexibility is necessary to prioritize our departments primary objective of providing support to our customers as promised across various channels.

*As a remote company, we acknowledge that employees may work from locations with differing regulations and holidays that may affect their availability. Were dedicated to accommodating these differences, fostering a flexible work environment that respects individual circumstances and local laws.

**Our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

What youll be doing:

Customer Support Excellence

• Provide support across various channels, ensuring timely solutions and positive interactions that leave customers satisfied.
• Empathize with customers, understanding their perspective to provide empathetic and effective support, while simplifying complex technical issues for enhanced problemsolving, and demonstrating persistence and resourcefulness in tackling new challenges to meet unique customer needs and find innovative solutions.
• Ensure clarity and effectiveness in interactions through proficient written communication, fostering positive experiences and enhancing the customer experience.

• Continuous Improvement and Teamwork

  • Contribute to team resources and documentation, ensuring accuracy and accessibility of information, and fostering a supportive team culture and growthoriented environment through knowledge sharing, peer coaching, and shadowing.

  • Performance and Accountability

    • Drive positive outcomes by meeting and exceeding individual performance metrics, taking initiative, and owning your performance results and outcomes, while remaining flexible and adaptable in dynamic environments.
    • Commit to continuous growth by actively seeking opportunities to learn and improve, embracing new technologies, and supporting teammates through transitions, while continuously improving skills and knowledge to enhance work quality and productivity.

    • A little about you:

      • Empathy: You empathize with customers, understanding their perspective to provide empathetic and effective support.
      • Problemsolving: As a problemsolving enthusiast, you relish the challenge of meeting unique customer needs and finding innovative solutions.
      • Communication: Proficient in written communication, you ensure clarity and effectiveness in interactions, fostering positive experiences.
      • Persistence and Resourcefulness: Your persistence and resourcefulness shine as you tackle new challenges with creativity and determination, never giving up until a solution is found.
      • Drive for Impact: Driven by impact, you find fulfillment in making a difference for customers and the team, seeing each interaction as an opportunity to contribute positively.
      • Adaptability: Adaptive to change, you embrace new technologies and support teammates through transitions, maintaining a positive attitude and fostering resilience.
      • Continuous Learning: Committed to continuous growth, you actively seek opportunities to learn and improve, recognizing that personal development is key to professional success.
      • Initiative: You take initiative, owning your performance results and outcomes, demonstrating accountability and responsibility for your work.
      • Flexibility: Flexible and adaptable, you excel in dynamic environments, readily assisting wherever customers need support the most.

      • Share our values:

        • Customer First
        • Bias for Action
        • High Velocity Decision Making
        • Value Individuality
        • Results Focused

        • What’s in it for you:

          💵 $50,000 $58,000 CAD or $54,677 $71,017 USD

          🤝 Flexibility and Time Off

          • Flexible Time Off Policy We encourage a minimum of 4 weeks per year!
          • Remote First Team
          • Flexible Hours
          • Work From Anywhere Program

          • 🩺 Health and Wellness

            • Health Insurance
            • Employee Assistance Program (EAP)
            • Quarterly Company Wide Recharge Days
            • End of Year Company Wide Holiday Closure
            • Maternity & Parental Leave Program
            • $2000 Lifestyle Spending Account (LSA)
            • Weekly Virtual Yoga Classes

            • 🌱 Growth & Future

              • RRSP, 401(K), WWK Pension Personal Contributions
                *Not employer matched
              • Volunteer Day
              • Team Building Budget
              • Referral Program ($1000)
              • Annual Bonus Program
              • Anniversary Milestone LSA Top Up
              • Birthday Day Off
              • Professional Development Budget

              • 🌟 And more perks!

                We Value Individuality!

                At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and selfexpression while embracing the same from others we learn from each other. We innovate and cocreate an environment where team members can do the best work of their careers. We’re bolder and more brilliant together.

                We’re dedicated to ensuring each team member feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decisionmaking. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socioeconomic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.

                We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hatefulharmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement.

                If you require any accommodations or support during the recruitment process, please email us at careers@unbounce.com.