Key Facts

Remote From:

Full time

English

Hard Skills

Remote Technical Support Azure DevOps Help Desk Support Stakeholder Communications Project Coordination Meeting Facilitation Queue Management Client Services Dealership Management Systems Product Lifecycle Management Agile Software Development Customer Centricity Organizational Structure Presentation Training

Other Skills

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Intercultural Communication
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Communication
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Resourcefulness
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Detail Oriented

Roles & Responsibilities

Strong communicator capable of effectively speaking with clients, developers, and leadership across cultures and time zones.
Tech-savvy with familiarity in software installation, remote troubleshooting, and Azure DevOps or similar platforms.
Organized and detail-oriented, able to manage a support queue, coordinate meetings, and maintain documentation.
Self-starter who can work independently, travel for installations, and adapt to shifting priorities.

Requirements:

Coordinate and triage all incoming customer support requests via Azure DevOps, ensuring rapid acknowledgement and clear communication between U.S. clients and offshore development teams.
Oversee installations: coordinate on-site installations (up to 4 per month, 2 days on-site), initiate post-install surveys, and maintain ≥90% customer satisfaction from post-install feedback.
Manage meetings and documentation: schedule weekly cross-functional meetings, participate in QA sessions, present releases when needed, and create/update internal installation checklists and bi-weekly support pattern reports.
Product feedback liaison: capture, log, and escalate customer feedback with actionable summaries to the product team; participate in quarterly roadmap meetings to represent support and field experience.

Perseus Group, Constellation Software

About Perseus Group, Constellation Software

We are more than just an acquirer, but a true partner in success. We don’t collect businesses. We nurture and help them grow. We treat our acquisitions like people, not property. That's why we do our best to ensure their growth and development. As an operating group of Constellation Software Inc. (TSX:CSU), we help good companies become great through data-driven guidance, permanent capital, and the accumulation of knowledge from over 800 acquisitions. Together, Perseus Group and Constellation Software Inc. generates more than $6B USD in annual revenue, has a market cap of $35B+, and has acquired hundreds of software companies around the globe. “We believe that small businesses should stay small. While other purchasers of business seek economies of scale through centralization, we have taken the opposite approach. We believe that potential is maximized when teams are allowed to remain small. This enables the General manager of the business to be empowered and remain in control of all levers necessary to guide their business.” Mark Leonard, President, Constellation Software Inc.

Company type: XLarge

Founded: 2018

Company size: 10001

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Job description

About the job

This position sits at the intersection of technical support, project coordination, and field service.

Mission

Ensure smooth customer onboarding, product installation, and ongoing support by acting as the assistant North American liaison between clients and the remote customer support developers, driving product satisfaction and operational excellence.

Outcomes (Success Metrics over First 12 Months)

Support Coordination

Manage and triage all incoming customer support requests via Azure DevOps.
Ensure 90%+ of support tickets are acknowledged within 1 hour.
Maintain clear communication between U.S.-based clients and the offshore dev team, ensuring follow-through and closure on all support issues.

Implementation & Installations

Successfully coordinate 100% of scheduled on-site installations (expected: 4 per month max) (2 day on site requirement)
Initiate post install survey 30 days after install.
Maintain a customer satisfaction rating of 90%+ from post-install feedback surveys.

Meeting Coordination & Communication

Schedule and facilitate weekly sync meetings between customer support developers and Product Manager.
Attend Weekly RentHub QA with Dealers. Occasionally preside over meeting to present release.
Create and maintain internal documentation and installation checklists.
Provide bi-weekly update summaries on support patterns or recurring issues to help inform product decisions to internal leadership.

Product Feedback & Liaison

Log and escalate customer feedback with actionable summaries to the product team.
Participate in at least 1 quarterly roadmap meeting to represent support and field experience insights.

Competencies (Key Traits & Skills)

Strong Communicator: Can confidently speak with clients, developers, and leadership across cultures and time zones.
Tech-Savvy & Resourceful: Familiarity with software installation, remote troubleshooting, and Azure DevOps or similar platforms.
Organized & Detail-Oriented: Can manage a support queue, track meetings, and maintain records with consistency.
Self-Starter: Capable of working independently, traveling for installs, and managing shifting priorities.
Customer-Oriented: Has a service mindset and takes pride in client success.
Rental Experience: Has some sort of dealership experience and/or has worked in a rental environment.

Nice-to-Have Experience

Experience with rental software, dealership systems, or SaaS installations.
Prior experience in a fast-paced startup or scale-up environment.
Familiarity with agile workflows and product development cycles.

FLSA Designation (US Only):

Exempt

Salary Range:

The estimated base salary range for this role is $63,000.00 - $77,000.00 (CAD$ 88,067 - CAD$ 107,638) per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Sales positions may be eligible to participate in the business commission plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus_HR@constellationhbs.com.

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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