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Customer Support Specialist



Customer Service
Toronto, ON, Canada
Posted on Tuesday, August 22, 2023

Backed by a recent $100MM investment from top VC firm, Insight Partners, iLobby is experiencing rapid growth as the enterprise market leader in the Visitor and Workforce Management space. With clients in 45+ countries and a platform that is truly best-in-class, the company is well positioned for explosive growth as we scale our team. Profitable, nimble, and with a growing list of F500 clients, iLobby is an ideal place for any high potential leader to accelerate their career.

At iLobby, we are seeking a dynamic and driven Customer Support Specialist to join our team. This position will have a primary focus on supporting our customers with inquiries as well as building and enhancing our support team, its functions, and processes. As a Customer Support Specialist, you will play a critical role in ensuring our customers receive exceptional support while contributing to the growth and success of iLobby.

This role is a hybrid position where you'll be required to come into our office twice a week.


  • Customer Assistance: Respond promptly to customer inquiries via communication channels. Provide accurate and helpful information about our products and services. Assist customers in troubleshooting and resolving issues.
  • Process Improvement: have a part in optimize existing support processes to enhance efficiency, effectiveness, and customer satisfaction. Implement scalable solutions to ensure seamless customer experiences and swift issue resolution.
  • Issue Resolution: Investigate and resolve customer complaints or concerns in a timely and empathetic manner. Escalate complex issues to the appropriate departments when necessary. Follow up with customers to ensure their issues are resolved to their satisfaction.
  • Product Knowledge: Develop a comprehensive understanding of our products and features. Stay up-to-date with product updates and changes.
  • Knowledge Base Development: Collaborate with cross-functional teams to create and maintain a comprehensive knowledge base. Develop and update support documentation, trainings, and self-help resources to empower customers and support team members.


  • Previous experience in customer support or a related role, preferably within a fast-paced and technology-driven environment.
  • Excellent communication skills, both verbal and written, with a professional and courteous demeanor.
  • Strong problem-solving skills, the ability to think quickly on your feet and a keen eye for process improvement opportunities.
  • Patience and empathy when dealing with customers, maintaining composure in challenging situations.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Familiarity with customer support software and tools, such as ticketing systems and knowledge base platforms is preferred.
  • Detail-oriented with strong organizational skills to maintain accurate records and documentation.
  • Ability to work independently and collaboratively as part of a team.
  • Exceptional organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
  • Passion for delivering exceptional customer experiences and a dedication to ensuring customer satisfaction.
  • Ability to work collaboratively across teams, fostering strong relationships and promoting a positive work environment.

Why work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

  • Generous compensation + Medical, dental, and vison coverage
  • 3 Weeks Paid Vacation
  • A Hybrid work environment with offices based in North York, Toronto
  • Opportunity for advancement and growth
  • Catered Events, Snacks, Drinks – You won’t go Hungry!
  • Birthday and Life Event Celebration
  • Two Annual Parties (Summer Yacht Party & Holiday Party)

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

Office location: 5255 Yonge St, Suite 1500 North York, ON M2N 6P4

Please apply through LinkedIn or send an email to