Customer Solution Specialist

Overview

Join Ribbon as a Customer Solution Specialist and play a vital role in ensuring customers achieve success by facilitating smooth workflows for their teams and candidates. You will be the primary point of contact for customer experience, assisting users with troubleshooting, product understanding, and maximizing the benefits of Ribbon's AI-driven hiring platform.

Key Responsibilities

• Serve as the frontline support to promptly and professionally resolve customer and candidate issues.
• Collaborate closely with Engineering and Product teams to investigate technical problems related to Ribbon's platform, AI interviews, workflows, and integrations.
• Support the Customer Success team with onboarding, implementation, configuration, and technical enablement of customers.
• Develop and maintain clear internal documentation, troubleshooting resources, and customer-facing help content to enhance the support process.
• Identify recurring issues, product limitations, and customer difficulties, providing actionable feedback to Product and Engineering for improvement.
• Contribute to delivering a dependable, responsive, and high-quality support experience, especially as Ribbon expands with enterprise and high-volume hiring clients.

Required Qualifications

• Between 1 to 3 years of experience in technical or customer support, implementation, or customer success within a B2B SaaS environment.
• Strong analytical aptitude for diagnosing software-related issues and formulating clear next steps from ambiguous problems.
• Excellent communication skills, demonstrating professionalism, patience, and clarity with customers, candidates, and internal teams.
• Highly organized with attention to detail, capable of managing multiple support requests effectively and ensuring timely resolution.
• Ability to work collaboratively across Customer Success, Product, and Engineering teams to resolve challenges and enhance customer satisfaction.
• A customer-first attitude focused on transforming difficult situations into positive customer experiences.
• Familiarity with ATS systems, HR technology, APIs, software integrations, Intercom, or producing technical documentation is advantageous.

About Ribbon

Ribbon is innovating the hiring process by accelerating and refining talent acquisition at scale. Recognized among Fast Company's Most Innovative Companies of 2026 and featured by major media outlets, Ribbon's always-on voice AI interviewer quickly screens candidates and identifies top talent automatically. Serving Fortune 500 companies in automotive, logistics, and more, Ribbon enables faster hiring outcomes, improved candidate quality, and scalable recruiting without additional headcount.

Why Join Ribbon

• Competitive compensation with meaningful equity participation, promoting an ownership mindset.
• Direct impact on how companies leverage AI in hiring, influencing critical business functions.
• Opportunity to work with advanced AI technologies and cutting-edge tools.
• Experience a dynamic, fast-growing, venture-backed organization at a pivotal growth stage.
• Health and wellness stipend supporting employee well-being.
• Annual international team retreat focused on alignment and collaboration.
• Regular team lunches and meetups in Toronto along with a flexible hybrid working environment.

Additional Information

This position requires onsite presence in Toronto, Ontario, Canada. Ribbon has simplified the application process by eliminating cover letters and initial screening; candidates engage directly through an AI-led interview to better demonstrate skills beyond their resumes.