Customer Support Representative - Jobs in Vancouver, BC

Job Description

The workplace is being disrupted and we’re leading the change towards a flexible and hybrid future. Are you interested in being a part of this evolution and passionate about shaping the future of workOptix is a technology platform that enables clients to manage, measure, and optimize their workplaces. We empower our clients with beautifully crafted apps and a seamless user experience to simplify the day-to-day operations of their business. Our customers are coworking managers and flexible space operators that span across 25+ countries in the flexible workspace industry.We’re a passionate group of people who support each other to do our best work. We enjoy pour-over coffee, chocolate croissants, and jamming on our vision of changing the way the world works. And now we’re looking for an entrepreneurial-minded individual to join our rapidly growing team.As a Customer Support Representative, you will support our clients with questions and/or issues they are having with the Optix platform. In joining our team at this stage, you will play a critical role in developing and managing client relationships on the front line and contributing to our customer experience efforts.Note: This is a hybrid opportunity for someone based in Vancouver, BC (three days in-office, two days from home).RequirementsWho you are

• 1-3 years of working in a customer support/service role
• Your writing is clear, concise, empathetic and typo-free
• You have exceptional verbal communication skills over phone and video calls – speaking to new people every day and building relationships excites you
• You are driven and motivated to delight clients and provide them with the best possible experience
• You know how to keep your cool in challenging situations
• You obsess about the details and getting them right
• You have strong time management skills and are able to work independently
• You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
• You like to move quickly and have a great sense of humour
• You are ambitious, yet humble and quick to support your fellow teammates

Bonus points for

• Having worked with a technology startup serving an online client base
• Experience using Intercom, Hubspot, and Jira

What youll do

• Act as the primary point of contact for clients post-sale and provide support through Intercom, email, and call-back requests
• Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback and improvements
• Coach clients on how to best utilize Optix and its features
• Support with client adoption of new features and functionality
• Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
• Lead the maintence and expansion of the Optix Help Centre and ensure it stays up to date and informative
• Collaborate with our business team to design and lead your own strategic initiatives that support the growth of the company

BenefitsWe take care of our teammatesThis is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:

• Competitive salary compensation
• Strong Employee Stock Option Plan offering
• Excellent health and dental coverage program provided by Sunlife
• Mission-driven workplace experience with a positive, collaborative and supportive team culture
• Personal and professional growth opportunities
• Healthy snacks and locally roasted coffee – slow pour is our jam
• Weekly team lunches and socials
• Annual health and fitness credit
• Fun offsite activities that allow us to reconnect as a team
• A beautiful, waterfront Gastown office and a flexible hybrid workplace plan

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