Customer Support Specialist - Vancouver, British Columbia
16 hours ago
Job description
Customer Support Specialist
Who We Are
Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Based in Vancouver, Canada we work with industry leaders in the sports, music & entertainment space including teams from the NBA, NHL, NFL and MLB, alongside Live Nation, BMG, Danny Wimmer Presents and many more.
Who You Are
You're a positive and solutions-oriented individual who thrives on meaningful interactions. Your adaptable nature enables you to build authentic relationships with both customers and peers, placing significant value on trust. Embracing challenges, you approach work with a proactive and problem-solving mentality.
You love to be a customer advocate and provide input to the product roadmap and growth plans.
THE ROLE
As our Customer Support Specialist, you will help maintain and improve our Customer Support Program including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date. You will support our partners with their product issues and help educate them on how to best use our technology to support their business goals. You will be responsible for addressing the needs of customers and ensuring customer satisfaction. This is an exciting opportunity to work with a startup that is undergoing growth; where you will have the opportunity to help expand our Support program from the ground up. You will report to the Director of Customer Success and Support.
What You'll Do
Master the Tradable Bits Product
- Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers in a clear and professional manner.
- Support customers with their product issues
- Stay up-to-date on the latest product updates from the development team.
Manage and Monitor Customer Support Tools
- Monitor the support inbox to triage, tag and close tickets accordingly
- Help setup and monitor AI Chatbot automation and workflows
- Monitor Partner Slack channels and assist customers where needed.
- Generate and share reports with relevant stakeholders to help improve operational efficiency
Manage our Help Centre
- Assist in the maintenance of the Tradable Help Centre. Working with the Product and Customer Success team, you'll help us maximize customer adoption.
- Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use.
- Report on which Help Guides are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product.
Monitor our NPS and Customer Surveys
- Triaging feedback from customers to the relevant stakeholders and identifying any at-risk behaviours.
- Help improve our CSAT surveys as our product and company evolve.
Skills/Qualifications
- 1-2 years experience in B2B Customer Support or Customer Success, ideally in SAAS or tech.
- CSS and javascript experience.
- Organized, detail-oriented, and able to manage multiple projects while meeting deadlines.
- Strong problem-solving and analytical skills; using an organized and logical approach to find solutions to complex problems.
- Excellent written and verbal communication; being able to engage with empathy and patience.
- Professionalism, reliability, and tact in working with diverse stakeholders.
- A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions.
- Comfortable learning new systems and technologies.
- Confidence, tact and entrepreneur-level independence.
Bonus Skills/Qualifications
- Previous experience working in a startup or hyper-growth environment
- CSS and Javascript Knowledge
- Basic technical writing skills (making technical content easily digestible)
- Knowledge of the sports, music or entertainment landscape
- Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools
Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest for the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.
Similar jobs
Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We've been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on ...
20 hours ago
Nous recherchons un(e) candidat(e) engagé(e) et enthousiaste pour offrir un service client exceptionnel à la communauté Airbnb en tant que Spécialiste du service client. · ...
1 week ago
We are a team of over 80 experienced professionals focused on providing industry-leading IT Services to clients across Canada. Headquartered in downtown Vancouver with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work model. · ...
3 days ago
The IT Support Specialist provides technical support across ETRO's operations, both locally and remotely. · ...
1 month ago
We're looking for an experienced Support Specialist to join our support team, primarily supporting our overnight operations. · ...
3 days ago
We're looking for a Billing Support Specialist to be part of our Customer Success department and help businesses get the most value out of their Jobber subscription. · The team: · The Billing Support team plays a critical role in customer retention and satisfaction. We help custo ...
2 days ago
We are seeking a Customer · Support Specialist in Vancouver, BC. As · a member of our team, you will provide · excellent customer service and help others.Extended health carePaid time offRRSP match ...
1 month ago
student support specialist in engineering academic services responsible for providing comprehensive student administrative support · Provides student-centered services and support · Investigates complex inquiries to the point of resolution · ...
1 month ago
We are seeking a dedicated Customer Service Specialist who will provide exceptional support to our community members as part of our Premium Support team. · Take end-to-end ownership of all assigned cases: ensuring complete resolution while fostering strong relationships with cust ...
1 week ago
We are seeking a Technical Support Specialist to provide intermediate level support to end users for all applications and hardware used. The role is a combination of local and remote support for all users within seven offices across Western Canada. · ...
3 weeks ago
Live Chat Support Specialist
Acuity Brands, Inc. - Posted by: Sherri Cirino
Job Title: Live Chat Support Specialist · About the Role · Sync Staffing, Inc is seeking a dedicated and customer-focused Live Chat Support Specialist to join our dynamic team. This role offers an exciting opportunity to be the front line of communication, delivering exceptional ...
5 days ago
We're looking for someone who is: A people person who communicates confidently by phone and email · Someone who values work/life balance · A proactive problem-solver with a go-getter mindset Fun, collaborative and easy to work with Organized and detail-oriented Thriving in a fast ...
1 month ago
+Job summary · Join Pixieset as a Customer Support Specialist and play a key role in empowering over 1.5 million photographers worldwide. · +ResponsibilitiesDeliver high-quality, efficient support via chat and email, providing clear, empathetic, and actionable solutions · Trouble ...
2 days ago
Hello We're Jason and Charlie, Support Managers at Ashby. We're excited to share that we're hiring Product Support Specialists in North America. · Please note: we're currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will ...
16 hours ago
We are currently seeking Customer Support Specialists · Clio's Customer Support team is an incubator for talent in our rapidly growing company. · ...
1 week ago
We understand the value of opportunity – for our clients and our team. · ...
1 month ago
We're looking for a Product Support Specialist to be part of our Customer Success department. Jobber exists to help people in small businesses be successful. · We work with small home service businesses, like your local plumbers, painters, and landscapers, · to transform the way ...
2 weeks ago
We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We work hard and like to have fun along the way. · As a Customer Support Advocate CSA you'll have the opportunity to become a ServiceTitan subject matter expert and ...
2 weeks ago
As a Specialist, Technical Support MEC you play a key role in delivering excellent service to our members by providing technical support and helping them use our systems effectively.You'll work with tools like Paragon MLS Dynamics CRM and other member-facing technologies while su ...
1 month ago
We are seeking a reliable and customer-focused Account Support Specialist to assist with client coordination, account administration, and ongoing service support. · ...
1 month ago