Customer Success Specialist Jobs in Canada, CA
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Canada, CA
Top Benefits
About the role
- Support e-commerce customers in getting set up and successfully using the platform day-to-day. Act as the first line of support for customer inquiries, helping troubleshoot issues, testing recommendations, strategy guidance, and ensure a smooth and successful ongoing experience
- Serve as the first point of contact for customer inquiries via email, Slack, chat, and calls
- Provide product guidance and troubleshoot platform issues, escalating technical problems when needed
- Provide ongoing testing services and strategic recommendations to improve performance
- Monitor customer usage and support trends to proactively identify and address potential issues
- Document customer feedback and recurring issues to inform product improvements
- Support with renewals and subscription-related requests
- Maintain a strong understanding of e-commerce workflows, including order management and integrations
- Assist with special projects as needed
Benefits
- Parental leave: Having a child is one of the biggest moments of your life and whether you’re a mum or dad, we understand the importance the time off work gives you to bond with your family. That’s why we offer an enhanced paternity, maternity and adoption leave policy for new parents.
- Medical cover: We offer medical insurance in all our global locations for our employees to feel reassured and offer options to look after their health and feel supported.
- Paid sick leave: When you’re unwell, you don’t want the added worry of whether you’re going to be paid for time off. That’s why we offer a company paid sick leave policy to support you when you need it.
- Dotdigital day: On top of your annual leave allowance and the holiday closedown period, we give you an extra day’s paid leave per year to use as you wish. It could be a day off on your birthday or a family birthday, a day to move house, or an opportunity to take advantage of the sunny weather!
- Share reward: Those who qualify may be granted a number of share options at no cost to themselves with the option to exercise these shares in the future.
- Wellbeing reward: Everyone has different ways of keeping themselves happy and healthy – the wellbeing reward is a flexible benefit that you can use towards an activity, hobby or membership.
- MyPossibleSelf: We recognise the importance of having on hand mental health and wellbeing support when you need it most. That is why we have a MyPossibleSelf wellbeing app membership for all Dotdigital employees.
- Wellbeing Days: As part of our continued support of employee wellbeing we want to provide you with time to support family, dependents, yourselves, and worthy causes.
- Loyalty reward: We’re proud to have employees who’ve been with the company since day dot and we believe loyalty is definitely something worth celebrating. So, for your first 5 years of service, and every additional 5 years’ service beyond that, have dinner and drinks on us.
- Specific policies to support our employees: There may be times where your personal circumstances can be challenging and mean you require some additional support from us. That is why we have internal policies on Bereavement, Babyloss, Menopause and Fertility Support to ensure you feel supported during this time.- Strong communication and problem-solving skills
- 1–3 years of experience in customer support or customer success, ideally in SaaS or e-commerce
- Experience with CRM or customer support tools: Slack, Intercom, Fin AI
- Ability to quickly learn software and clearly explain concepts to non-technical users
- Tech-savvy with a willingness to learn
- Familiarity with e-commerce platforms like Shopify
- Ability to collaborate across teams
- Effective time management and prioritization
- Strong attention to detail
- Experience working in a fast-paced SaaS environment
- Customer-first mindset- 30 min intro call with our Head of CS to assess support skills/experience
- 30 min live assessment with Head of CS
- 30 min final interview with CCO
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About dotdigital
Founded in a London pub in 1999, we’ve come a long way to get here. Today, Dotdigital has over 400 employees and offices across six continents. Dotdigital’s easy-to-use marketing automation platform combines powerful technology with passionate people to deliver an unbeatable service.
Our platform has continued to innovate to meet the demands of the data-driven world whose brands and consumers expect seamless, relevant, instantaneous connections wherever they are, whenever.
In our efforts to pre-empt customers’ needs, we’ve expanded far beyond the capabilities of a simple email provider. We’ve added channels, features, and integrations to our platform, year on year, until becoming a cross-channel marketing automation platform with powerful capabilities.
Whether you are a developer, customer service specialist, digital designer or marketer, Dotdigital hires across a broad spectrum of skills and we never stop hiring!
Our HQ office is based in London Bridge with other offices in East Croydon and Manchester in the UK. Our international offices include New York, Cape Town, Sydney and Melbourne. We also have remote employees working globally.