Technical Customer Experience Specialist - Jobs in Toronto, ON

Job Description

DescriptionHello / Bonjour!We are Mobi2Go and we were homegrown in Wellington, New Zealand. Our Headquarters remain there and we have established regional offices in Auckland, Melbourne and Toronto.Its an exciting time to join our crew of hardworking, ambitious professionals! Our mission is to help restaurants take back the power and become even more successful by growing their sales and brands with our digital ordering systems and in-store kiosks. As a B2B SaaS company, we democratise technology so our customers can own their brand and their customer experience. The products and services we build for our customers have a tangible impact on growing their businesses, which is incredibly rewarding. We power NZ brands like Pita Pit and BurgerFuel, Australian brands like Ribs and Burgers and Fonda, and Canadian brands like Edo Japan, Toujours Mikes and Scores.We are a team of positive, creative, and inclusive people who revel in getting stuff done. The opportunity exists for smart, ambitious, and high performing people to make a meaningful difference in the lives of our customers, their guests, and Mobi2Go colleagues.With a flat reporting structure we all have the ability to influence the direction of the company in a way that may not be possible working for another organisation. At Mobi2Go you can master your craft, help others to master theirs and enjoy a reasonable level of autonomy in your day to day. We get to do GREAT work. We celebrate success and learn from setbacks as a team.As a team, we value diverse opinions to get the best solutions. We believe in strong opinions loosely held and encourage healthy debate to get the right outcome. As a fast-growing company the only constant is change and we always strive to see the opportunities that it brings with it. We navigate ambiguity and we all tame our egos for the success of the team.We believe that humour is good for the soul, and we don’t take ourselves too seriously.*Requirements**Skills, qualities and experience required: *

• You have experience in customer success and/or support, preferably in a SaaS company
• Your written communications are clear, personable, and empathetic; you can communicate clearly and effectively with internal and external stakeholders
• Youre productive, even when working remote
• You learn quickly and have a knack for solving complex problems
• You have a high level of attention to detail
• You are confident and comfortable in reaching out directly to customers on the phone and via multiple systems to complete work
• Youre passionate about helping businesses succeed through technology solutions
• Youre a great human, can tame your ego (we all have one) and work well within a team
• You will work with pace, not haste and thrive in an environment of constant change and ambiguity
• You are available and willing to work on a flexible roster as we provide 24/7 hour support to our customers globally. We have Support team members in Melbourne, Toronto and Wellington.
• You are available for at least one day of weekend cover, this will be part of your normal roster.
• Though not required, if you are bilingual in French that’s a big bonus!

Daily role responsibilities include:

• Menu building for our customers
• Menu testing and troubleshooting for our customers
• Timely support ticket resolution
• Working closely with our Engineering team to troubleshoot when needed
• Working closely with our Onboarding Specialists to provide an outstanding customer experience and meet onboarding service levels.

BenefitsAt Mobi2Go we’re creating an environment where you feel comfortable and able to do your best work. We recognise that our people are motivated by more than just a generous salary. Our work perks, career growth opportunities, life flexibility, warm and high performance culture meets the diverse needs of our team.A few examples of what you can expect include:

• Flexible working hours
• Team health & wellbeing programs
• Relaxed and friendly team culture
• A day off to volunteer at your favourite charity or local organisation
• Employee Assistance Program to help with personal, financial, family or professional support & development
• A day off for your birthday
• Quarterly hack days

To learn more about our team check us out at https://www.instagram.com/lifeatmobi. We look forward to sharing more about these benefits and our unique team culture with you during our interviews!*Hiring Process*We look forward to sharing more about these benefits and our unique team culture with you during our interviews. At Mobi2Go we believe that our company is only as good as its people. Our hiring process is robust to reflect the value that we place on hiring the best people that we can.A bit of a breakdown on what the hiring process is like with us:1. Online Interview: If successful the first step in the process is an online interview with an Employee Experience team member. This will be your opportunity to learn whether Mobi2Go is a good fit for you and for us to get to know you. Well dive into your career journey to understand the path you have been on and what you value at work.2. Technical Assessment Interview: If that goes well youll have another interview (preferably in person) with the Hiring Manager for this role. This will go into a lot more detail with regards to the technical elements of the role and youll be able to share more of your specific experience relating to the role. For some roles, we do case studies or further technical tests to give you every opportunity to demonstrate your skills.3. Getting to know the Crew: Its likely youll meet a number of other people on the team too so there are plenty of opportunities for you (and us) to make sure Mobi2Go is the right move for you.4. Psychometric Testing: We do psychometric and ability testing. The testing is done online and should take about 45 minutes. It provides Mobi2Go with an objective snapshot of your general abilities, personality and work styles - even resilience to stress.5. References: We may ask you to arrange personal reference calls with former managers, and others we may choose, from all previous employers.*Please note: * The pandemic has resulted in border restrictions in most countries. Unfortunately, we are unable to provide employment sponsorship and need candidates to have firm plans to relocate to the city where the job is located before we can consider your application.Job Type: Full-timeQuick Apply

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