Customer Support Specialist I

Job description

# **Take your career to new heights with Loopio! 🚀✨** Are you passionate about solving problems, learning something new every day, and connecting with and helping customers? If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team. Our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best-in-class customer service and creating a customer for life. Our customers always know we have their back! **Work Hours:** This customer support role primarily serves our North American customers. As such, we’re looking for a Customer Support Specialist to join our team with core hours of **5 AM – 1 PM ET**, which adjusts according to daylight saving time in Canada as follows: - Daylight Saving Time (March to November): 2:30 PM – 10:30 PM IST - Standard Time (November to March): 3:30 PM – 11:30 PM IST Based on business needs and ticket volume, this role may also occasionally require coverage during our **11 PM – 7 AM ET** window: - Daylight Saving Time (March to November): 8:30 AM – 4:30 PM IST - Standard Time (November to March): 9:30 AM – 5:30 PM IST *To take note: In alignment with our “Got Your Back” team mantra, this role may occasionally require flexible scheduling, whether to cover absences due to leave, illness, statutory holidays, unforeseen circumstances, or shifts in ticket volume. Advance notice will be provided ahead of any shift change, except in rare urgent circumstances. A day in lieu will be provided when scheduling shifts outside your core hours.* **Snapshot:** - Employment Term: Full-time, Monday to Friday - Work Hours: *As per shift timings laid out above* - Relevant Experience: 2+ Years in a client-facing or support role # **💻 What You’ll Be Doing:** - **Support:** Provide personalized and relevant assistance to all Loopio users (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries. - Reproduce issues, review logs and internal resources as needed to debug issues - Deliver viable workarounds and solutions to help customers meet deadlines - Provide both quick and high-quality support to our customers, via email and phone - Communicate complex information to customers in a simple and easy-to-understand format - **Empower:** Create and maintain help center resources to aid customers in self-service - Document internal learnings, assisting other support team members in solving tickets - Participate in internal training sessions to teach your teammates new skills - **Partner:** With the wider Customer Experience team, delivering value and contributing to customer retention - With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects - With Product and Design by sharing customer product feedback and discussing feature requests - **Learn:** Continuously learn about new features and product improvements, maintaining SME knowledge - Participate in team huddles to share new product learnings - Spot trends and proactively identify areas for team/process/product improvements # **✨ What You’ll Bring to the Team:** - 2+ years of experience in a B2B SaaS customer-facing role. - Strong desire and passion for helping and supporting others; “Got Your Back” is our team mantra - Strong working knowledge of Salesforce. Bonus if you have your Salesforce certification. - Experience with supporting customers in North America is an asset. - Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage. - Curious with great detective skills - problem-solving really gets you excited! - Tech savvy, a strong understanding and a thirst to learn new technologies and tools - Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role - Excellent written and verbal communication skills with attention to detail - SaaS software industry experience is a nice-to-have - Strong organizational skills, calendar management and prioritization are areas you're comfortable in! - Ability to multitask and context switch with ease ## **Where You’ll Work 📍** - This is a remote-first opportunity with the advantages of working flexibly across India. - We are HQ’d in Canada, with established hub regions around the world where we hire from. Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇮🇳 India (HQ in Ahmedabad), and 🇬🇧 England (London). - Our India/UK hub employees work according to the business hours stated in the job description above. This is intentionally designed to enable our global teams to have overlapping hours for collaboration. - You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday - We encourage asynchronous collaboration to effectively work as a global #OneTeam! ## **Why You’ll ❤️ Working at Loopio** - Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage [Lattice](https://lattice.com/e-lp/talent-products?utm_source=google&utm_medium=paid-search&utm_campaign=NOAM_Google_Search_Brand_Core_Tier_1__OCT-Conv-Test-HR&utm_adgroup=Brand_Core_Tier_1&attribution=lattice-mktg&_bt=645279480236&_bk=lattice&_bm=p&_bn=g&_bg=149106216630&cq_src=google_ads&cq_cmp=19577143427&cq_con=149106216630&cq_term=lattice&cq_med=&cq_plac=&cq_net=g&cq_plt=gp&qgad=645279480236&qgterm=lattice&gad_source=1&gclid=Cj0KCQiA-5a9BhCBARIsACwMkJ4OzbQBp30JTrxoLWSv3ht4C0NBeu9uyrTE7GCIu8D_lqBGuC3CG7kaAiWnEALw_wcB) for our 1:1s and performance conversations - You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact. - We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up. - You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment. - Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and company celebrations to celebrate the big wins and milestones as #oneteam! - Our four [Employee Resource Groups](https://loopio.com/annual-deib-report/) offer opportunities for employees to learn and connect year-round. - You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business. **Questioning your qualifications? Read this** ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups. Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table. **AI in Recruitment 👩🏻‍💻** At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines **AI Usage in Interviews** 🤖 The Loopio interview process is designed to help us better understand your professional experiences, as well as your unique perspective and approach to delivery and collaboration. To ensure a fair and accurate assessment, we expect candidates to refrain from using AI-generated content to produce responses to our interview questions during the live interview, as our goal is to evaluate your own knowledge and problem-solving abilities - not those of an AI assistant. If AI-generated responses are identified during the interview, Loopio reserves the right to disqualify candidates from the interview process. For specific roles that include a take-home assignment, our AI Interviewee Policy allows the use of AI for initial support; however, the final submission must be a true reflection of your personal insights, skills and decision-making. *Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from **all** backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (*[*work@loopio.com*](mailto:work@loopio.com)*) should you require accommodations at any point during our virtual interview processes.*