Customer Support Advocate

About the team:

The Customer Support Team is responsible for Ignitions day to day customer support through responding quickly to client requests and working to solve problems.

What your day to day will look like:

• Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
• Own customer communications and issues from initial contact until resolution. We use Intercom to do most of our support but youll also be talking to customers on the phone every now and then.
• Collect customer feedback and influence the direction of the product.
• Identify issues and engage with the development team to escalate bugs solve problems or obtain missing information.
• Develop and improve processes to scale support with the growing business.
• Create and maintain both internal and customerfacing documentation such as knowledge base articles.
• Work closely with Key Account Managers Retention and Implementation Marketing teams

Qualifications :

What you need to succeed:

• Previous experience in a customer support role. 
• Proficiency with various Computer Software Systems Such as; Zapier Slack Zoom Loom Client Success Google Work Atlassian Intercom. 
• Ability to comfortably talk to others 
• Good written and oral communication skills for creating professional documents and giving presentations to interested clients 
• Good time management and organisational skills
• Ability to Listen to Concerns and Handle Criticism without taking it personally
• Engage in robust and articulate dialogue while maintaining an open mind. 
• Happy to work both autonomously but also with a strong team ethic. We may reward individual effort but we most certainly play as a team in everything we do

Who you are

• You have a high attention to detail
• You dont shy away from feedback and you take it on board
• You have terrific communication skills both written and verbal
• Youre systems and process driven
• Youre happy to be flexible when things dont go to plan
• Youre an organiser at heart
• You feel most comfortable working to deadlines
• You thrive off working in a team

Additional Information :

Why join us:

Join our global SaaS scaleup company where we foster a collaborative open and transparent culture and work without ego. Our team comprises curious and intelligent colleagues who embrace challenges. Heres what we offer:

• Employee stock options from day one

• 20 days of accrued annual leave/vacation plus 10 wellbeing days to prioritize yourself and your loved ones

• Additional paid day off to celebrate your birthday along with volunteering leave

• Health dental and vision benefits starting immediately

• Annual education allowance reimbursement to support your professional development

• Employee recognition program

• Quarterly wellness allowance to invest in your personal wellness

• Paid subscriptions to Headspace and TELUS Health EAP & Wellbeing Platform

• Flexible working arrangements supported by WFH reimbursement and technology allowance to ensure your safety while working from home

• Personal tax return assistance (since were in the accounting business!)

• Paid parental leave

Please consider applying even if you dont tick all the boxes. Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria.  Experience comes in many forms and skills are transferable. We are committed to adding diverse perspectives to our teams and encourage everyone to apply if interested.

Ignition is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race colour religion sex sexual orientation gender identity national origin disability protected veteran status or any other characteristic protected by law.

Ignition is proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit we will work with you to meet your accessibility needs. For any questions suggestions or required documents regarding accessibility in a different format please contact

Remote Work :

Yes

Employment Type :

Fulltime