Customer Support Representative

Role overview

Guusto is hiring an organized, detail-focused Customer Support Representative to provide excellent service to customers and gift recipients. As part of the Customer Experience team, you will be a dependable point of contact for answering questions, resolving problems, and helping users get the most out of the platform.

The position calls for strong communication, empathy, technical comfort, and solid troubleshooting skills so that each customer interaction is handled with professionalism, speed, and care. Your work will directly support customer satisfaction, retention, and loyalty, while also helping improve the overall support experience.

This is a fixed-term 18-month contract role covering maternity leave, with a chance of extension.

Key responsibilities

• Handle questions from customers and gift recipients by email, chat, and other support channels promptly and professionally.
• Investigate and resolve issues related to the platform, redemptions, accounts, and billing by identifying the underlying cause and applying an effective fix.
• Escalate more complex cases to the right internal teams while staying accountable for the issue and following through until it is resolved.
• Track support cases and customer communication carefully, with strong attention to detail and empathy.
• Help maintain consistently high customer satisfaction across every interaction.
• Explain product features, workflows, and best practices in a way that helps customers use the platform confidently.
• Support customers with account setup, user administration, rewards programs, and redemption questions.
• Create clear guidance that helps customers solve common issues and navigate the platform on their own.
• Encourage use of help articles, documentation, and self-service tools to improve customer outcomes.
• Work closely with onboarding, customer success, account management, product, and engineering teams to solve issues and improve service quality.
• Share customer feedback, recurring issues, and trends with internal stakeholders.
• Assist with testing and verification of product changes, bug fixes, and updates that affect customers.
• Help improve support workflows, internal processes, and customer-facing resources over time.
• Keep internal knowledge bases and help resources accurate and up to date.
• Look for ways to reduce customer effort and increase team efficiency.
• Share insights and best practices with teammates to strengthen overall team performance.
• Represent the customer’s perspective by surfacing pain points and improvement opportunities.
• Show professionalism and empathy in every interaction, especially in challenging situations.
• Build customer confidence through consistently positive support experiences.

Requirements

• 1 to 3 years of experience in customer support, product support, or technical support, ideally within a SaaS environment.
• Experience using support or ticketing platforms such as Zendesk, Intercom, HubSpot, or similar tools.
• Availability to work core hours of 9:00 AM to 5:00 PM Eastern Time, plus occasional evenings, weekends, and holidays.
• Strong written and spoken communication skills.
• Good analytical thinking and problem-solving ability.
• Ability to juggle multiple priorities and stay effective in a busy, fast-moving setting.
• Strong organization and attention to detail.
• A customer-first approach and a genuine desire to help people succeed.
• Preferred experience solving technical issues and collaborating across teams.
• Preferred familiarity with employee recognition, rewards, engagement, or HR technology products.

Compensation

The role offers a salary range of CAD 52,000 to CAD 60,000 per year.

Contract details

This is an 18-month fixed-term contract to cover a maternity leave vacancy, with the possibility of extension.

Schedule

Core working hours are 9:00 AM to 5:00 PM Eastern Time, with occasional work in the evenings, on weekends, and during holidays.