Customer Support Specialist
AgencyAnalytics
Customer Service
Canada · Remote
Posted on Mar 27, 2025
We're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide.
This role would require you to work between the hours of 12pm-8pm EST.
This role would require you to work between the hours of 12pm-8pm EST.
We're specifically seeking someone with a strong background in live chat SaaS customer support, preferably with knowledge of digital marketing and/or SEO. If you are high on emotional intelligence, love learning new technology, great at problem-solving, and know exactly how to delight customers at every interaction, we want to hear from you. You'll join a small, tight-knit, and highly committed 17-person (and growing!) team that is passionate about helping customers reach their business goals, and passionate about growing our product. Like our customers, our team is global, and we enjoy a fully remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations and Zoom meetings, as well as shared projects and exciting initiatives to work on.
- Department
- Customer Support
- Employment Type
- Permanent
- Location
- Remote Canada
- Workplace type
- Fully remote
What You'll Do
- Deliver best-in-class live chat customer support in a timely manner
- Use expert problem-solving ability and resourcefulness to provide our users with the answers they need
- Apply critical thinking to troubleshoot technical issues
- Collaborate with Product and Engineering teams to resolve issues/bugs
- Collaborate with Customer Success and Sales teams to ensure risks and opportunities are promptly acted upon
- Ensure customers are well-supported and educated at every interaction
- Provide professional and friendly insights to customers when solving their problems
- Contribute to the success of our department by suggesting improvements to our processes and our product
- Think outside the box when it comes to solutions and understanding what the customer needs, taking a proactive approach while reassuring customers at every step of the way
What You'll Bring
- You have a couple years in a similar customer support role for a SaaS (Bonus if B2B)
- You have experience in a live-chat support environment
- You have advanced written communication skills
- You’ve got high emotional intelligence, with the ability to read and reflect back the sentiment of your audience
- You have excellent rapport-building ability with both customers and teammates
- You’ve got a proven track record of meeting or exceeding common customer support metrics
- You have the ability to multitask and handle multiple customer inquiries simultaneously
- You’re strong at problem-solving and you have the ability to think critically when addressing tasks
- You have the ability to show empathy, tactfulness, and diplomacy when interacting with others
- If you have experience with SEO and/or digital marketing, this would be an asset
- Familiarity with SaaS platforms and related technologies
About AgencyAnalytics
At AgencyAnalytics, we empower marketing agencies with cutting-edge tools to streamline their reporting processes and elevate their client relationships. As a leading B2B SaaS company, we specialize in providing automated reporting software tailored to the unique needs of marketing professionals worldwide. Our mission is to revolutionize how agencies analyze and communicate data, ultimately helping them drive better results for their clients.
We're a founder-led Canadian success story that started in 2010, and we're over 140 strong today.
We're a founder-led Canadian success story that started in 2010, and we're over 140 strong today.
AgencyAnalytics is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or cognitive need, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.
All your information will be kept confidential.
All your information will be kept confidential.
Our Hiring Process
Stage 1:
Applied
Stage 2:
Talent Interview
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