Remote Customer Support and Success Specialist (Western Canada) at Driversnote
🌎Location:Canada Only. Contractor
Time zones: CST (UTC -6), MST (UTC -7), PST (UTC -8), NST (UTC -3:30)
We envision that you:
Your duties will include:
Your peers describe you as:
Key details:
Who makes up the team?
Currently, we are a team of over 30 people based in our Copenhagen headquarters, with a few remote members in Australia, Canada, and Romania! Our Copenhagen location means we value a healthy work-life balance. As a remote member, we will support you in establishing the optimal work-from-home setup and ensure you connect with your colleagues. You'll even have the chance to visit Copenhagen to meet the team in your first year!
How to submit your application:
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Hello! We are Driversnote, a rapidly expanding SaaS company located in Copenhagen, Denmark.
We take pride in assisting over 2,000,000 users across the globe maintain their mileage logs. Since nobody enjoys the chore of mileage documentation, we strive to alleviate this burden and simplify our customers' lives by saving them both time and resources.
Our core markets include English-speaking regions such as Canada, the US, Australia, and the UK. We aim to broaden our international team to better serve our customers and users worldwide.
If you are inquisitive, motivated, and resilient, enjoy delivering an outstanding customer support experience, and excel in communication, you might be the perfect fit!
We are on the lookout for a remote customer support & success specialist with excellent technical capabilities to help us cover the Pacific and Mountain time zones in Canada and the US (PST/MST time zones).
As a Customer Support & Success Specialist at Driversnote, your role will involve direct interactions with our customers, ensuring they have an effective, straightforward, and enjoyable experience. You'll act as the central point of support for various types of users – from newcomers to our long-standing customers, and even large B2B teams, conveying their needs to our product teams. Our fantastic Support & Success team operates as first-line support, so you will handle a diverse array of inquiries – predominantly focused on bugs, educational concerns, or intricate requests that you'll be excited to resolve!
We envision that you:
- Bring 12 - 24 months of demonstrated experience in customer support.
- Have proven background in sales or customer success roles.
- Are experienced in working entirely remote.
- Exhibit strong English communication skills (both verbal and written). Additional language skills are a definite plus.
- Have a passion for delivering exceptional support via chat, email, and phone, along with robust communication skills.
- Possess basic knowledge of software troubleshooting: capable of diagnosing issues with apps, (such as installation errors, application crashes, subscription and payment glitches, and performance challenges).
- Are proactive and eager to dive into challenges. You feel confident navigating multiple systems and can check configurations and verify setups when necessary.
- Have a knack for identifying patterns and streamlining processes – always looking for opportunities to automate.
- Are familiar with remote communication platforms like Slack.
Your duties will include:
- Delivering a stellar support experience via email and phone for customers’ technical queries, general inquiries, and product-related questions.
- Engaging with B2B clients interested in starting with Driversnote and assisting them throughout their purchase process.
- Resolving customer questions through thorough troubleshooting and driving the investigation to reach resolutions.
- Providing video demos and onboarding sessions for our larger B2B clients.
- Collaborating with our Product teams, reporting bugs, and forwarding customer feedback (requests, suggestions, UX improvements, etc.).
- Gaining an in-depth understanding of the Driversnote product and helping customers maximize its capabilities.
Your peers describe you as:
- Tenacious – you see tasks through to completion.
- Courageous and enjoy the challenge of solving complex problems.
- A relationship builder – you establish credibility quickly with various stakeholders.
- Unfazed by uncertainty and adept at asking the right questions to clarify situations.
- A calming presence – you remain patient and kind, regardless of circumstances.
Key details:
- A minimum of 21 hours per week.
- You are expected to work 3-4 hours a day, six days a week.
- Compensation at 36.50 CAD/hour, paid biweekly.
- Work 100% remotely.
- Must reside in Canada – Pacific or Mountain time zones.
- Enjoy 33 vacation days per year – yes, we operate under European standards.
- Access to additional benefits including health insurance, car rentals, gym memberships, and more.
Who makes up the team?
Currently, we are a team of over 30 people based in our Copenhagen headquarters, with a few remote members in Australia, Canada, and Romania! Our Copenhagen location means we value a healthy work-life balance. As a remote member, we will support you in establishing the optimal work-from-home setup and ensure you connect with your colleagues. You'll even have the chance to visit Copenhagen to meet the team in your first year!
How to submit your application:
If this sounds like you, please submit your application by clicking the button below.
Applications are reviewed on a rolling basis, so don't hesitate if you're interested :) If you are shortlisted, we'll ask you to complete a case study, followed by interviews.
Application deadline: November 17th, 2024.
Proposed start date: December 2nd, 2024.