Work In Tech

Tucows Domains is the world’s largest wholesale domain registrar, playing a crucial role in maintaining the health, neutrality, and openness of the Internet through the domain name system (DNS). We operate globally under trusted brands like Ascio, Enom, Hover, and OpenSRS.

Our Registry Services division is at the forefront of managing and innovating the infrastructure for gTLDs, dotBrands, and ccTLDs. With a platform capable of supporting hundreds of top-level domains and millions of second-level domains, we deliver performance, stability, and resilience to registry clients worldwide.

We are excited to establish a Registry Operations Center in India to serve the newly awarded NIXI .IN TSP (Technical Service Provider) contract. This center will also support our growing presence in ccTLDs, gTLDs, and dotBrand operations globally.

Why Join Tucows?

We embrace a people-first philosophy rooted in respect, trust, and flexibility. At Tucows, your work can be remote-first or hybrid, allowing you to thrive from wherever you’re most productive. Today, over 1,000 team members in 20+ countries collaborate to make the Internet better every day.

If this sounds exciting, we’d love for you to be part of our journey. Join the herd!

About the opportunity

Our Senior Customer Advisors are the behind-the-scenes support for our front-line agents. If they need help troubleshooting a strange issue, or a hand with an escalation or general question, you’ll be the friendly, helpful and partnering voice, able to confidently assist them with the utmost respect and care.

This is a fast-paced and challenging role - you will need to show patience, calm and control under sometimes stressful conditions. We are looking for systematic, open-minded, curious, self-motivated and resourceful problem-solvers. You are highly organized, quality-minded and able to focus on detail.

Tucows runs one of the most progressive customer service operations in the world. We have unparalleled benefits, generous vacation time, amazing perks, a highly competitive starting salary and we will train you and surround you with a first-class team. That said, our focus is on customer service. That means talking on the phone with customers for hours on end, the continual pressure that comes from the non-stop flow of questions and a work schedule that rotates on a monthly basis. We seek out individuals who understand and embrace this and we’ve built a team of Customer Service Careerists who thrive in these conditions. Our Customer Service Leadership team all started out answering the phones and we take a long term view of your progression in our organization. We deeply believe that a career in Customer Service should be a rewarding option for the right people.

We strive to provide exceptional customer service, value and easy to use tools – no exceptions! Our goal is for every customer to leave their interaction feeling happy and well informed.

Job Duties

• Provide direct assistance to our customers (external and internal) and work with them to resolve their concerns via Voice, Email and Chat.
• You’ll be responsible for sharing your technical expertise with the team, providing quick, concise and educational answers to our Customer Advisor’s questions.
• Proactively monitor customer interactions for assigned lines of business (calls/chats/emails) and initiate coaching & feedback sessions with advisors to help resolve any knowledge gaps.
• Taking ownership for each escalated customer issue, treating every customer with the utmost care, realness, professionalism and timeliness.
• Documenting new information and issues to help our customers and your colleagues with future requests and submitting to knowledge team for further review.
• Utilizing elevated tools/systems to follow through on escalated issues and posting regular updates to status pages.
• Helping to keep our staff up to date by producing team communications full of relevant news and information.
• Providing training to our new hires and suggesting improvements to the training curriculum.
• Working with other departments such as Sales, Marketing, Product Management and Dev to track and resolve new and known issues.
• Collaborating and assisting the team in meeting daily service levels through continuous queue monitoring and engaging with advisors.
• Advocate for customers while working with engineering on any support tickets
• Advocate for product features and defect resolution internally with product and technical teams
• Work with customers to understand business and technology challenges related to their business and translate feedback into feature recommendations to leadership team

Knowledge, Skills and Abilities

• Excellent verbal and written communications including strong interpersonal skills.
• Detail oriented, analytical with a strong emphasis on timely follow-through, consistency and “getting things done”
• Must be passionate about your work, love the Internet and show an energetic commitment for your customers and your team.
• Effective time management, including ability to multitask, organize and prioritize daily workloads.
• Able to research and grasp technical information across multiple tools while talking with customers.
• Ability to handle escalated calls with calmness, confidence, fairness and respect.
• Your soft skills should be second-to-none.
• Able to work independently and have great judgement.
• Technical writing is an asset.
• Effective at facilitating continued group and one-on-one learning.
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges.
• Professional attitude and goal oriented work ethic.

Qualifications Required

• Post-secondary education is preferred.
• 2 – 3 years’ experience in a call centre customer support environment (e-mail, phone support, live chat, etc.)
• Previous experience in a Tier-2 or Senior Customer Advisor role
• Experience providing coaching/feedback in a supervisory role
• Previous experience working with domains, websites, DNS a must
• Experience supporting software or technology related products would be an asset.
• Industry certifications (MCSA, MCSE, CCNA, A+) are a bonus

Want to know more about what we stand for? At Tucows we care about protecting the open Internet, narrowing digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Learn more about Tucows, our businesses, culture and employee benefits on our site here.