Product Support Specialist - Future Opportunities

Job description

DOES YOUR DEFINITION OF SUCCESS MEAN EMPOWERING OTHERS? Then you should consider joining Jobber! We’re looking for a Product Support Specialist to be part of our Customer Success department. This posting is for future opportunities on the team. Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers https://www.youtube.com/watch?v=EkfZmHrRLx4&list=PLoktA_D-2UEnxMLfCe93bANKXVXd2bdN8&index=24. The team: If our company values were a department, they would be the Customer Success department; they are humble, supportive, and truly give a sh*t about making sure our customers are successful in Jobber. This group is one that cares about authentic interactions, empowering our customers, and providing top tier customer service. The role: Our Product Support Specialists are the foundation to Jobber’s success. We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award winning level of customer service. This is a dynamic, fast-paced contact centre environment—using live chat, phone or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback. This role directly impacts the lives of our entrepreneurs who rely on Jobber to run their businesses, which is a responsibility we don’t take lightly. The Product Support Specialist will: - Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email. - Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow. - Maintain high channel productivity across our different mediums. - Be a liaison for customer feedback to product and technical teams. - Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions. To be successful, you should: - Have 1 year of contact centre experience, preferred. - Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge. - Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them. - Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly. - Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction. - Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service. - Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one. - Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key. - Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software. Please note: There are multiple different shifts for this team, in the application form you will select all the shifts you are open to: - Monday to Friday 5am-2pm MT (7am-4pm ET) - Monday to Friday 6am-3pm MT (8am-5pm ET) - Monday to Friday 7am-4pm MT (9am-6pm ET) - Monday to Friday 8am-5pm MT (10am-7pm ET) - Monday to Friday 9am-6pm MT (11am-8pm ET) - Monday to Friday 10am-7pm MT (12pm-9pm ET). - Monday to Friday 11am-8pm MT (1pm-10pm ET). Location: We believe great collaboration is intentional, and sometimes that means coming together in person to build, brainstorm, and connect. To support this, the role is open to candidates based in one of our hub cities: Edmonton, Toronto, Vancouver, or Kitchener-Waterloo. Compensation: At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $50,000, a midpoint of $58,800, and a maximum salary of $67,600, designed to show the progression from learning the ropes to truly excelling. We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers between the minimum to the midpoint reflect strong potential with transferable work experience. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development. We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process! How This Works — Talent Pool This is an evergreen posting, which means we're actively building a pipeline for future openings rather than hiring for one specific vacancy right now. Here's what to expect: - You'll complete up to three stages of our process: a brief recorded audio assignment (Willo), a conversation with our Talent Attraction team, and an interview with a hiring manager. - Candidates who are a strong fit will be added to our talent pool and contacted when a role opens up. - We keep active candidates in our pool for up to 3 months, and we'll check in with you periodically in the meantime. - If a role opens and you're still interested, we'll move quickly to bring you through the final steps. We know your time is valuable, and we're committed to being transparent with you throughout the process. If your circumstances change or you'd like to withdraw from the pool at any time, just let us know. What you can expect from Jobber: - A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options. - A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential. - A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet. - To work with a group of people who are humble, supportive, and give a sh*t about our customers. We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process. A bit more about us: Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!