Customer Support Specialist

About Granum

Granum is a software company focused on serving landscapers and arborists throughout North America. Its products are built to help these businesses streamline estimating, scheduling, crew training, invoicing, and payments while improving the experience they deliver to their customers. Granum combines three well-known industry software brands — LMN, SingleOps, and Greenius — into one integrated ecosystem, pairing technology with practical onboarding and human support.

The company’s purpose is to help professionals in the green industry reach their biggest goals and grow their businesses. Granum values collaboration, innovation, and support, and it encourages a workplace where people enjoy the work while making a meaningful impact. Its core principles include We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness.

Granum’s culture and growth have also been recognized through several awards and workplace honors.

Role Overview

Granum is hiring a Customer Support Specialist (Tier 1) to provide responsive, thoughtful support to customers across the company’s products and services. This is a remote position, and candidates may work from anywhere in the US or Canada. The company has offices in Atlanta, Georgia and the Greater Toronto Area.

What You Will Do

• Handle first-level customer questions through phone, email, chat, and the ticketing platform across multiple products and services.
• Investigate customer problems and resolve them through practical, workable solutions.
• Identify product bugs and route them to the development team when needed.
• Contribute ideas that improve support workflows and customer service processes.
• Write and improve support documentation such as FAQs, Help Center content, internal guides, and training materials.
• Show empathy and ownership when working with customers, with a focus on timely and thorough resolution.
• Partner closely with colleagues across the organization to support customers effectively.

What We Are Looking For

• A bachelor’s degree or equivalent hands-on experience.
• Demonstrated ability to diagnose, troubleshoot, and solve technical issues for a SaaS product.
• Strong judgment and product understanding to deliver quick and accurate solutions.
• Ability to learn new tools and systems quickly.
• Experience supporting business users in a professional B2B environment.
• Background in a fast-paced, high-volume customer support or service role.
• Strong analytical, research, and problem-solving abilities.
• Technical writing experience is important.
• A genuine desire to help others with careful, timely, and complete solutions.
• Ability to manage multiple tasks and prioritize incoming tickets effectively.
• Clear, concise, and professional communication skills.
• A growth-oriented mindset and eagerness to learn.
• Natural curiosity and strong troubleshooting instincts.

Nice to Have

• Prior experience in a SaaS startup environment.
• Experience using ticketing platforms such as Zendesk.
• Knowledge of the green industry, including landscaping or tree care.

Compensation

Canada-based candidates can expect CAD 65,000 to CAD 75,000. US-based candidates can expect USD 55,000 to USD 65,000.

Benefits and Perks

• Collaborative team culture with a supportive and fun environment.
• U.S. benefits include medical, dental, and vision coverage with multiple plan options, plus HSA/FSA accounts, disability insurance, life insurance, and more.
• Canada benefits include an employer-funded HSA-based plan with drug, dental, and mental health coverage.
• 401(k) matching for US employees and RRSP matching for employees in Canada.
• Career growth support through development conversations, learning tools, courses, and resources.
• Unlimited paid time off, paid company holidays, and a company-wide winter break from December 24 through January 1.

Eligibility and Work Authorization

Applicants must already have the legal right to work in Canada or the US. Granum does not provide work authorization sponsorship.

Equal Opportunity and Accessibility

Granum is an equal opportunity and affirmative action employer. The company considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status. Granum also participates in the federal E-Verify program.

In line with the Accessibility for Ontarians with Disabilities Act, 2005, Granum is committed to accessible hiring. The company may update job descriptions based on organizational needs. Accommodation requests can be directed to hr@granum.com.