- Experience
- 2–3 yrs
- Salary
- CAD 60,000 – CAD 60,000 / year
- Openings
- 1
- Posted
- 11 hours ago
- Work mode
- Work from home
- Education
- Any graduate
- Eligibility
- Candidates must be based in Canada and able to work remotely on a full-time schedule. The employer prefers applicants with 2 to 3 years of customer support experience, especially in live chat, email, or ticketing environments. Experience in SaaS, software, B2B, helpdesk tools, documentation, or wor…
- Resume
- Required to apply
Job description
About the Company
Prospeo is a quickly growing B2B SaaS startup that helps sales teams and agencies improve outreach by providing richer, more dependable contact data. After a strong first year, the company is expanding into Toronto and is looking for someone who can make a meaningful contribution from day one.
Role Overview
This is a full-time remote position for a Canada-based Customer Support Specialist working 40 hours per week from 9:00 am to 5:30 pm. The role is centered on being the first contact for users, managing live chat and email support, coordinating with developers on issues, and building a clear and useful helpdesk. No specific degree is needed; the focus is on communication, judgment, and customer handling ability.
Key Duties
You will manage customer conversations, convert unresolved technical issues into detailed development tickets, follow those issues through to resolution, and keep customers informed with simple, honest updates. You will also help create and improve support documentation, FAQs, and step-by-step guides, while handling compliance-related requests using the templates and frameworks provided.
Working Style and Expectations
The position requires strong ownership of the full support cycle, from first message to final resolution. You should be comfortable investigating unclear issues, working independently, and maintaining a friendly, professional tone at all times. Fast response times and reliable follow-through are important in this role.
Performance Standards
Success in this role is measured by speed, consistency, and ticket quality. The target response time during your shift is 5–10 minutes. Standard issues should typically be resolved within one business day, and simple requests should be handled the same day. Support tickets should be detailed enough for developers to act on them without extra back-and-forth.
Compensation and Benefits
The role pays CAD 60,000 per year and includes benefits such as health, dental, vision, prescription coverage, and a gym membership. Additional perks include casual dress, flexible scheduling, paid time off, work-from-home support, gym access, free parking, and a stocked kitchen. The company also highlights the opportunity to grow within a creative, high-impact startup.
Hiring Process
The selection process is designed to be efficient and communication-focused. It begins with an application and resume review, followed by a 30-minute skills assessment for shortlisted candidates. The final stage is a 60-minute video interview with the team. The company aims to complete the process within 1 to 2 weeks.
Location Requirement
This role is remote, but applicants must be based in Canada.
Additional Information
Job type: full-time, permanent. Work setting: remote in Canada.