Customer Support Representative

Does your definition of success mean empowering others?

Then you should consider joining Jobber! We’re looking for a Customer Support Representative to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience.

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists.

The role:

Our Customer Support Representative is the foundation of Jobber’s success. This role will work with our hundreds of thousands of users to provide an award-winning level of customer service. Using live chat, phone, or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback.

The Customer Support Representative will:

• Respond to inquiries from new and existing customers through live chat, phone, or email.
• Troubleshoot issues or problem-solve questions that customers may have about a feature, bug, or workflow.
• Maintain high channel productivity across our different mediums.
• Be a liaison for customer feedback to product and technical teams.
• Participate in onboarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain our great documentation.
• Build a knowledge base of FAQs and document all feedback and recommendations from our customers.

To be successful, you should:

• Be the ultimate people person! If you love working with people, you’ll be great in this position.
• Be agile and adaptable to solve problems quickly.
• Be empathetic to our customers' journeys.
• Be clear and effective in interactions with our customers over the phone.
• Be able to craft professional and empathetic responses to customer inquiries via email and chat.
• Be curious and ask questions.
• Be incredibly reliable for our customers and the rest of the success team.
• Be resilient in the face of adversity.
• Be confident with technology.

Please note: To best help our customers, we're looking to make sure we have coverage across all our hours and days we're open. This role may require a non-standard shift of either Sunday to Thursday or Tuesday to Saturday.

The Interview Process:

1. Review of Application: Candidates whose customer service experience aligns with the role will be moved forward.
2. Initial Conversation: A member of Talent Attraction will reach out for a first conversation.
3. Team Interviews: You’ll have two interviews with your potential team leader and peers.
4. Senior Leadership Interview: A member of our Leadership Team will finish off the conversations.
5. Offer: