Customer Experience Associate
$60,000–$60,000 year
RemoteCanada
Job Summary
Own incoming customer support requests through tickets in HubSpot, responding promptly and professionally while troubleshooting and resolving issues independently. Escalate product or technical problems with clear context and track trends in customer feedback to share insights with the team. Document learnings to improve future responses and ensure customers feel supported and informed. Develop deep product knowledge to anticipate client needs and flag expansion opportunities, partnering with product leadership to translate pain points into fixes. This hands-on, shadow-based training empowers you to proactively solve problems and grow into broader ownership of the customer journey, including future phone support and onboarding flow management.
Required Qualifications
- Comfortable working in a startup or fast-moving environment
- A self-starter who takes initiative after gaining context
- Strong written and verbal communication skills
- Organized, detail-oriented, and reliable with follow-through
- Comfortable interacting with customers directly, including over the phone
- Willing to learn new tools, workflows, and skills
- Able to make judgment calls and escalate thoughtfully when needed
- Interest in learning how the customer's business world (equipment, schedules, job sites) actually works
Desired Qualifications
- Prior experience in customer support, customer success, or operations
- Experience supporting a SaaS product or troubleshooting software workflows
- Experience with customer onboarding or implementation
- Familiarity with HubSpot or a similar CRM / ticketing system
- Experience working at an early-stage startup or small team
- Experience with JIRA or other project management tools
- Exposure to construction, equipment, or another field-operations industry
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