Customer Support Specialist

About the Company

Acorn PLMS is focused on reshaping how organisations approach corporate learning. Its AI-driven Performance Enablement Learning Management System is built to connect learning directly with job performance, helping employees build the capabilities they need for their specific roles and supporting stronger business outcomes.

The company works with the belief that learning should have a direct impact on performance, and its platform is designed to guide learners step by step so they can build role-specific skills more effectively.

Role Overview

Acorn is looking for a Customer Support Specialist to act as a dependable partner for customers. In this position, you will own support cases from beginning to end, helping customers feel informed, reassured, and well supported while issues are being resolved.

You should be comfortable working across the platform, including features, integrations, and configurations, and you should enjoy investigating issues deeply enough to identify the real cause and develop durable solutions. The role also calls for close collaboration with internal teams to ensure customer concerns are handled thoroughly and efficiently.

In addition to resolving individual cases, you will look for recurring trends, contribute ideas for clearer processes and better documentation, and help improve the overall support experience. The company also values practical use of AI and emerging tools to strengthen responsiveness, clarity, and support quality without losing the human touch.

Key Capabilities

The organisation uses a capability-based approach and expects the following strengths for this role:

• Communication and stakeholder management: Handle conversations with empathy, align expectations, coordinate with customers and internal teams, document accurately, and work toward faster resolutions within service levels.
• Continuous improvement and knowledge sharing: Spot repeating issues, test small enhancements, update knowledge content, and share useful insights to reduce repeat contacts and improve team performance.
• Customer issue resolution: Work through problems independently, maintain service levels, record outcomes clearly, escalate with context when needed, and help improve support metrics.
• Product and domain understanding: Build knowledge of the product and related workflows, reproduce issues, suggest workarounds, and keep support articles relevant and current.
• Support operations and tooling: Use support systems effectively, manage queues, work with automation and tags/macros, and contribute to smoother, more scalable service delivery.

Responsibilities

• Handle customer tickets independently from intake to closure, investigating issues across platform functions, configurations, and integrations while meeting service-level expectations.
• Keep HubSpot tickets organised and up to date, with precise notes covering investigation steps, background, and final resolution.
• Recreate and analyse complex issues, determine likely root causes, suggest practical workarounds, and escalate product defects with complete context.
• Communicate with customers in a clear, empathetic, and structured way, including proactive expectation-setting throughout the process.
• Work closely with Product, Engineering, Customer Success, and Implementation teams to drive timely and effective outcomes.
• Recognise repeated issue trends and help strengthen the knowledge base to reduce repeat queries and speed up resolutions.
• Use HubSpot automation, reporting features, and AI-enabled support tools to improve documentation, efficiency, and insight into support operations.
• Apply AI tools to speed up triage, find relevant knowledge articles, draft responses, detect recurring ticket patterns, and improve internal and customer-facing documentation.

Required Experience and Qualifications

• 1 to 4 years of experience in customer support, service desk, or SaaS environments.
• Proven ability to own customer issues and carry them through to resolution without close supervision.
• Working knowledge of relational database concepts; the ability to write or understand SQL queries is an advantage.
• Strong troubleshooting and analytical ability, including the capacity to replicate technical scenarios.
• Experience using support and CRM tools such as Zendesk, Intercom, Salesforce, Jira, or similar platforms.
• Comfort working in a structured, SLA-driven environment while still applying sound judgement.
• Experience contributing to knowledge management or shared documentation.
• Excellent written and spoken communication skills with a customer-focused approach.
• Experience partnering with Product, Engineering, or Customer Success teams.
• Patience, empathy, and professionalism when handling customer conversations.
• Comfort using AI tools to improve workflow efficiency and knowledge management.
• Technical or software-related experience with curiosity and motivation to learn Acorn’s platform and technical concepts.

Compensation

The base salary for this role is CAD 56,000 to CAD 70,000 per year, depending on experience and qualifications. In addition, the company offers a 9% RRSP match, bringing total compensation to approximately CAD 61,040 to CAD 76,300 per year.

Location and Work Arrangement

This is an in-office role based in Vancouver, Canada, with a workplace located in Gastown. Candidates should be able to commute to the office and work from the local office most or all of the time.

Eligibility

Applicants must have full working rights in Canada for the location they are applying to. Visa sponsorship is not available for this role.

About Working at Acorn

Acorn supports learning and performance for millions of active learners around the world. The company values work that helps real people grow both professionally and personally, and it is looking for people who want to contribute to the next stage of that mission.

Recruitment Process and Accessibility

Acorn is committed to building a diverse and inclusive workplace. Its hiring process is intended to be fair and accessible, and candidates are encouraged to request any accommodations they may need during the application or interview stages.

Additional Information

Acorn emphasises transparency in recruitment and wants expectations to be clear from the start. The company also values AI fluency and expects candidates to be able to discuss practical examples of tools they have built or used, the workflows they follow, and the results they have achieved.