Customer Support Specialist

About The Position

As a Customer Support Specialist at Swift, your primary role will be to ensure our facilities successfully utilize Swift for their business operations. You will be their main point of contact, guiding them through feature usage, handling refund queries, assisting with staff account management, and flagging platform bugs. This front-line interaction will give you unique insights into common customer challenges.

You will leverage this powerful perspective to collaborate with the Engineering team on bug reports, reproduce issues, and suggest new features or 'quick wins' to the Product team. A significant part of this role involves empowering facility owners to self-serve their common questions, which means you'll be actively writing help centre articles and documenting solutions. You will become a Swift expert and author of customer-facing educational content.

Swift is known for its dedicated and personalized support. We deeply understand customer needs, pain points, and frustrations, always seeking ways to improve the product experience. If contributing to a better product and customer experience excites you, we encourage you to apply.

Your Responsibilities

• Respond to incoming support emails, calls, questions, and inquiries.
• Perform standard account migrations and changes, including email swaps, merges, and bulk importing customer data.
• Help customers learn about new and existing features, ensuring they effectively use the platform to run their business.
• Write product guides, help centre documentation, and customer-facing content to facilitate self-service.
• Participate in onboarding, feedback, or support calls with clients to enhance their product understanding and gather insights.
• Contribute to product improvement by reporting bugs, issues, requests, and learnings from customer interactions to the team.

What We Offer

• A flexible, remote-first work environment (Toronto area preferred).
• The chance to be an early member of a fast-growing SaaS startup.
• A complete behind-the-scenes look at growing an early-stage company, providing invaluable experience if you aspire to start your own business.
• Starting salary of $60,000 CAD/year + $3000 Health/Wellness Spending Account + equity.

About You

• You are personable, humble, kind, and curious.
• You are extremely proficient in English, both written and spoken.
• Preferably possess 2+ years of experience in a customer support role, ideally within a tech company (bonus points for B2B SaaS).
• You have a natural inclination to teach and enjoy helping others learn new tools.
• You are available to work Sunday-Thursday (preferred) and/or Tuesday-Saturday.
• You are excited by the idea of joining a fast-growing, early-stage startup where your role can evolve with the company.

We encourage anyone needing support or accommodations throughout the interview process to reach out.

Key skills/competency

• Customer Service
• Technical Support
• SaaS Platform Expertise
• Problem Solving
• Communication Skills
• Content Creation
• Troubleshooting
• Client Onboarding
• Product Knowledge
• B2B Support