Customer Support Specialist

About AirMason

AirMason is focused on transforming how organizations create, manage, and expand the employee experience. Its platform brings together modern, interactive handbooks, compliance-led workflows, smart automation, and AI-powered features to help teams stay compliant, communicate more effectively, and deliver a polished employee experience at scale. It supports everyone from fast-growing startups to large, multi-state enterprises by making compliance simpler while keeping the experience on-brand.

About the Role

AirMason is hiring a detail-focused Customer Support Specialist to support clients and keep daily platform operations running smoothly. This position blends customer support, platform administration, and operational coordination. You will resolve issues, handle client account changes, assist with onboarding and integrations, and contribute to better support resources and processes over time.

The ideal candidate is responsive, organized, resourceful, and comfortable using good judgment to improve how work gets done. This role suits someone who thinks in systems, follows through reliably, and uses modern tools to help the team operate more efficiently as it grows.

Key Responsibilities

• Handle client inquiries and diagnose platform issues via Intercom.
• Work with engineers and other team members to investigate and close user-reported problems.
• Assist with client onboarding and integration setup, including troubleshooting and follow-up.
• Develop and update help-center articles, tutorials, and support materials.
• Review handbook previews, identify quality concerns, and document product feedback and unusual cases.
• Spot and implement improvements that reduce manual effort, streamline workflows, improve customer satisfaction, and help the support function scale.
• Carry out internal administrative and operational work as required.

What We’re Looking For

We are seeking someone with excellent organization, strong attention to detail, and a dependable approach to follow-through. The role requires solid technical comfort, the ability to learn systems quickly, and confidence working across several tools.

Relevant experience in customer support, operations, SaaS administration, or a similar environment is preferred. Strong written communication and problem-solving ability are important, along with the ability to adapt quickly in a fast-moving, collaborative setting.

Familiarity with AI tools such as Claude and ChatGPT is important, especially when used thoughtfully to improve workflows, solve problems, and increase efficiency. A practical, systems-oriented mindset and an interest in building more scalable ways of working are also key.

Additional Information

This is a full-time onsite role based in Canada.