Customer Support Specialist (Pipeline Position for Future Opportunities)

Who we are

Our platform

Customer Support At Membership.io

What you’ll do

• Provide front-end client support for technical, procedural, and financial concerns for clients and internal stakeholders.
• Respond promptly and provide helpful support to clients through CRM platform and email/chat.
• Resolve issues related to finances, permissions, plans, subscriptions, upload allotments, audience membership, and errors.
• Participate in discussions and create knowledge management materials for public-facing and internal support documentation.
• Support customer support and development initiatives by creating and maintaining Standard Operating Procedures, conducting audits, and identifying areas where team members need support or training.
• Collaborate with Customer Success, Development, Marketing, and all other teams to support Membership.io, and related products, platforms, clients, and internal stakeholders. Also, support live events and promotions when necessary.

Our Core Values

• Community: Fosters a sense of community within the support team, actively listening to customer feedback and using that information to identify trends for continuous improvement. They contribute insights to enhance the company's ability to better serve its customers.

• Fun: Approachable and positive, the candidate injects a sense of humour and empathy into their interactions, making the support experience more enjoyable for both customers and colleagues. They understand the importance of a positive work environment and strive to create moments of joy in their interactions.

• Impact: Consistently works to resolve customer issues efficiently, ensuring customer satisfaction and maintaining the company's reputation for quality service. Their contributions to problem-solving and innovative solutions have a tangible impact on the overall support experience.

• Innovation: Always seeking ways to improve the support experience, the candidate explores new tools and technologies to streamline processes and increase efficiency. They approach challenges with a creative mindset, thinking outside the box to find novel solutions to complex customer issues.

• Integrity: Transparent and honest in their communication with customers, you provide accurate information and build trust. They communicate openly about known issues and work towards resolution with a commitment to doing what is right for the customer.

• Simplicity: Communicates complex information in a clear and straightforward manner, avoiding technical jargon and ensuring customers easily understand the information provided. Their commitment to simplicity contributes to a more effective support experience for customers.

Functional Skills

• Strong customer service and communication skills
• Knowledge of technical support and troubleshooting processes
• Ability to communicate complex information in a non-technical manner
• Familiarity with customer relationship management (CRM) software such as Intercom, Zendesk or Hubspot
• Understanding of financial and payment processes and platforms (e.g. Stripe, Chargebee)
• Strong understanding of Membership.io and related platforms

Leadership and Execution Behaviors

• Strong technical aptitude, critical analysis and communication skills are being leveraged and improved.
• Demonstrates the ability to think creatively and outside the box to solve complex customer issues.
• Ability to collaborate and work effectively with cross-functional teams including, but not limited to product, marketing, and development.
• Leverage administrative tools to test and replicate and resolve technical issues as it pertains to Membership.io and related platforms.
• Good understanding of the payment process and a willingness to provide “best effort support” to clients to troubleshoot issues related to Membership.io.
• Helping team members succeed in their roles, with the ultimate objective of providing the best support possible to our customers.
• A flexible and proactive attitude, as well as the ability to work well under pressure.

Conditions of Employment

• Softcheck searches thousands of international data sources to identify potentially illegal behaviour, criminal activity, fraud incidents, regulatory violations, and negative media information. This service also includes searches of country sanction lists, exposed persons lists, sex offender registries, terrorist registries, and most wanted lists from around the globe.

Qualifications

• Bachelor's degree in a related field, such as Computer Science, STEM programs, Business Administration, Marketing, or Communications
• 1-3 years of relevant work experience in customer service, technical support, or a similar role
• Experience with CRM software, helpdesk ticketing systems, and financial or payment platforms

Additional Requirements

• Weekend Availability: Must be available to work weekends.
• On-Site Work on a semi-regular basis:  While we offer a primarily hybrid work environment, this role requires regular on-site presence to support our collaborative efforts.

Benefits

• Flexible Vacation: Start with 3 weeks of vacation in your first year, and enjoy unlimited vacation starting your second year.
• Personal Days: Unlimited personal days for planned time off (booked in advance).
• Flex Days: 10 flex days for last-minute personal or sick days, giving you added flexibility when unexpected events arise.
• Comprehensive Health Benefits: Full coverage for dental, vision, prescription medication, alternative health therapies, and life insurance (after 3 months).
• Professional Growth: Access to leadership training and role-specific development opportunities for continuous learning.
• Company Phone Plan: Optional company phone plan available after 3 months.
• Team Retreats & Celebrations: Join us for company retreats, live events, and celebrations throughout the year.
• Retirement Savings: RRSP contribution plan with employer matching (optional after 3 months).

Accommodations

Use of Artificial Intelligence (AI) in recruiting