Top Benefits
About the role
About The Position As a Customer Support Specialist, your job will be to help our facilities be successful in using Swift for their business.
They may be looking for help with using a certain feature, dealing with a parent’s refund, figuring out how to add a staff account, or flagging a bug in the platform. Regardless, you’ll be their primary contact, and their “go to” person for all things Swift.
By being on the front line with our customers, you’ll build a unique insight into the most common challenges, issues, and problems that they face day-to-day. This is an incredibly powerful perspective, and we’ll lean on you to provide it. This means sharing bug reports with the Engineering team, figuring out how to reproduce issues, suggesting new features or “quick wins” to the Product team, and more.
A big part of this role is also figuring out ways to help facility owners self-serve and answer their most common questions on their own. This means that you’ll also be writing help centre articles and documenting answers to the most common questions. You’ll become a Swift expert & author, publishing a ton of customer-facing educational content.
A big reason why people choose Swift is because of our dedicated support and personalized focus towards our customers. We try our best to really understand their needs, their underlying fears or pain points, and their day-to-day frustrations. We notice when things take too long to do, or places take too many clicks to reach. Every step we take in understanding them better, leads to a better product.
If that sounds exciting, we’d love for you to apply.
Your Responsibilities
- Respond to incoming support emails, calls, questions, asks, and inquiries
- Perform standard account migrations and changes for things like email swaps, merges, bulk importing customer data, etc.
- Help customers learn about new and existing features, making sure they know which parts of the platform to use to run their business effectively
- Write product guides, help centre docs, content, and copy - all customer-facing material, in the service of making it easier for them to help themselves
- Hop on onboarding, feedback or support calls with clients to help them better understand the product or for us to better learn about their experience
- Help the product get better! Bring bug reports, issues, requests, and learnings from your conversations with customers to the team, so we can help make the product (and the lives of our customers) better
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 what it takes to grow an early-staged company, invaluable experience if you’re looking to start your own business one day
- Starting salary of $60,000 CAD/year + $3000 Health/Wellness Spending Account + equity
About You
- You’re personable, humble, kind, and curious
- You are extremely proficient in English, and can write and speak comfortably
- Preferably have 2+ years of experience in a customer support role, ideally within a tech company (bonus points for B2B SaaS)
- There’s a teacher inside of you, you enjoy helping others learn and pick up a new tool
- You're available to work Sunday-Thursday (preferred) and/or Tuesday-Saturday
You’re excited by the idea of joining a fast growing early-stage startup with a role that can evolve as the company grows
We also encourage anyone who needs support or accommodations throughout the interview process to let us know. Everyone's situation is unique and we're happy to support in any way we can.
Top Benefits
About the role
About The Position As a Customer Support Specialist, your job will be to help our facilities be successful in using Swift for their business.
They may be looking for help with using a certain feature, dealing with a parent’s refund, figuring out how to add a staff account, or flagging a bug in the platform. Regardless, you’ll be their primary contact, and their “go to” person for all things Swift.
By being on the front line with our customers, you’ll build a unique insight into the most common challenges, issues, and problems that they face day-to-day. This is an incredibly powerful perspective, and we’ll lean on you to provide it. This means sharing bug reports with the Engineering team, figuring out how to reproduce issues, suggesting new features or “quick wins” to the Product team, and more.
A big part of this role is also figuring out ways to help facility owners self-serve and answer their most common questions on their own. This means that you’ll also be writing help centre articles and documenting answers to the most common questions. You’ll become a Swift expert & author, publishing a ton of customer-facing educational content.
A big reason why people choose Swift is because of our dedicated support and personalized focus towards our customers. We try our best to really understand their needs, their underlying fears or pain points, and their day-to-day frustrations. We notice when things take too long to do, or places take too many clicks to reach. Every step we take in understanding them better, leads to a better product.
If that sounds exciting, we’d love for you to apply.
Your Responsibilities
- Respond to incoming support emails, calls, questions, asks, and inquiries
- Perform standard account migrations and changes for things like email swaps, merges, bulk importing customer data, etc.
- Help customers learn about new and existing features, making sure they know which parts of the platform to use to run their business effectively
- Write product guides, help centre docs, content, and copy - all customer-facing material, in the service of making it easier for them to help themselves
- Hop on onboarding, feedback or support calls with clients to help them better understand the product or for us to better learn about their experience
- Help the product get better! Bring bug reports, issues, requests, and learnings from your conversations with customers to the team, so we can help make the product (and the lives of our customers) better
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 what it takes to grow an early-staged company, invaluable experience if you’re looking to start your own business one day
- Starting salary of $60,000 CAD/year + $3000 Health/Wellness Spending Account + equity
About You
- You’re personable, humble, kind, and curious
- You are extremely proficient in English, and can write and speak comfortably
- Preferably have 2+ years of experience in a customer support role, ideally within a tech company (bonus points for B2B SaaS)
- There’s a teacher inside of you, you enjoy helping others learn and pick up a new tool
- You're available to work Sunday-Thursday (preferred) and/or Tuesday-Saturday
You’re excited by the idea of joining a fast growing early-stage startup with a role that can evolve as the company grows
We also encourage anyone who needs support or accommodations throughout the interview process to let us know. Everyone's situation is unique and we're happy to support in any way we can.