Customer Support Specialist (Remote Canada)

We are looking to add an additional Customer Support Specialist to our CX team. Reporting to the Director of Customer Experience, the Customer Support Specialist will be responsible for the day-to-day support and success of our clients. You will leverage your expert knowledge of Plum to deliver an excellent customer experience and help them to exceed their expectations. In joining our team, you will get hooked on one of the most strategic problems we are helping enterprise clients to solve, Talent. We are a fully remote team of 34 and, while our roots are in Waterloo Canada, we have team members from Vancouver to Texas to New York. Our ideal candidate will be located in Canada, is fluent in English and willing to work East Coast hours. In case you don’t like reading, apply here by completing your Plum Profile: https://bit.ly/41wh0lw WHAT YOU’LL DO

• You’ll be front of the line for customer support inquiries, helping them get the information they need, quickly and efficiently
• You’ll communicate with clients to analyze, troubleshoot and diagnose problems via email or teleconference calls, ensuring that the issues are properly documented in support tickets
• You’ll identify and properly report bugs or technical issues that need to be escalated internally
• You’ll work closely with the Development and Product teams to continuously improve the escalation and resolution processes
• You’ll own the Plum Help Center, creating and maintaining content that explains how to best use the product
• You’ll take the initiative to recommend and implement process improvements that optimize the customer experience and increase ticket deflection
• You’ll record and report customer feedback
• You'll be the Zendesk expert and manage the backend of the ticketing system
• You will run quarterly reports on support metrics, SLAs and customer trends
• You’ll become a subject matter expert in all things Plum and continue to grow your knowledge as the product evolves. You'll leverage this knowledge to guide and coach our clients
• You'll assist the rest of the CS Team with customer initiatives as required

Bottom line, you are a quick and efficient problem solver that loves building relationships with customers. WHO YOU ARE

• You are detail-oriented with a focus on accuracy and timely completion of projects and activities.
• You are a resourceful problem-solver who enjoys researching and finding information.
• You have strong communication skills, are able to work well with people at all levels and convey complex technical information in simple terms.
• You are customer-focused with a desire to help them achieve their business goals.
• You are flexible and adaptable to changing priorities and strategies.
• You are self-motivated with a proactive approach to learning new skills and improving the customer experience.
• You are a collaborative team player with the ability to work towards group goals.
• You are driven to develop a rewarding career with growth opportunities.

WHAT YOU’LL NEED

• Customer support, or relevant experience
• Excellent verbal and written communication skills, in English.

Considered an asset...

• Experience with Zendesk and JIRA, or similar customer support software
• Experience in a customer focused position involving technical knowledge of a companies' products and services
• Experience with B2B SaaS
• Bilingualism (French or Spanish)

Ready to Begin? At Plum, we drink our own champagne. We want to know more about who you are and how align with the role, as such we ask that you to complete the Plum Discovery Survey. You’ll get a chance to check out our base product firsthand and get your own Plum Profile that highlights your strengths and gives you tips to make sure your next role is the right fit. Apply by completing your profile with the following link: https://bit.ly/41wh0lw About Plum Plum’s mission is to ensure everyone is happy, fulfilled, and thriving in their career. Using Industrial/Organizational Psychology, we are helping enterprise companies understand the human behind the work. We help companies match candidates to jobs based on their potential and what they could do if just given the opportunity, as well as retain employees through development, internal mobility, and identifying leadership potential. Plum’s data is 4x more accurate than a resume at predicting on-the-job success, and we recently won the 2022 Top HR Product of the Year award to prove it! At Plum, we believe in transparency, commitment, and a culture of support and team orientation through the following initiatives:

• Flexible work schedule
• Family and furbaby friendly
• Fun quarterly company events and activities.
• Coaching and internal growth

Plus, we offer health benefits with a focus on mental health and wellness. Our goal is to create a collaborative atmosphere where everyone feels supported and valued. Plus, we actually like each other and genuinely enjoy each other’s company... that’s priceless! At Plum, we are committed to building inclusive organizations – and that starts with our own team. We believe that diversity of thought and background breeds unbridled innovation. Therefore, we don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process, please email [email protected].