customer service representative - call centre

We are looking to add an additional Customer Support Specialist to our CX team. Reporting to the Director of Customer Experience, the Customer Support Specialist will be responsible for the day-to-day support and success of our clients. You will leverage your expert knowledge of Plum to deliver an excellent customer experience and help them to exceed their expectations. In joining our team, you will get hooked on one of the most strategic problems we are helping enterprise clients to solve, Talent.?    We are a fully remote team of 34 and, while our roots are in Waterloo Canada, we have team members from Vancouver to Texas to New York. Our ideal candidate will be located in Canada, is fluent in English and willing to work East Coast hours.     In case you don?t like reading, apply here by completing your Plum Profile: https://bit.ly/41wh0lw   WHAT YOU?LL DO You?ll be front of the line for customer support inquiries, helping them get the information they need, quickly and efficiently You?ll communicate with clients to analyze, troubleshoot and diagnose problems via email or teleconference calls, ensuring that the issues are properly documented in support tickets You?ll identify and properly report bugs or technical issues that need to be escalated internally You?ll work closely with the Development and Product teams to continuously improve the escalation and resolution processes You?ll own the Plum Help Center, creating and maintaining content that explains how to best use the product You?ll take the initiative to recommend and implement process improvements that optimize the customer experience and increase ticket deflection You?ll record and report customer feedback You'll be the Zendesk expert and manage the backend of the ticketing system  You will run quarterly reports on support metrics, SLAs and customer trends You?ll become a subject matter expert in all things Plum and continue to grow your knowledge as the product evolves. You'll leverage this knowledge to guide and coach our clients You'll assist the rest of the CS Team with customer initiatives as required  Bottom line, you are a quick and efficient problem solver that loves building relationships with customers.   WHO YOU ARE You are detail-oriented with a focus on accuracy and timely completion of projects and activities. You are a resourceful problem-solver who enjoys researching and finding information. You have strong communication skills, are able to work well with people at all levels and convey complex technical information in simple terms. You are customer-focused with a desire to help them achieve their business goals. You are flexible and adaptable to changing priorities and strategies. You are self-motivated with a proactive approach to learning new skills and improving the customer experience. You are a collaborative team player with the ability to work towards group goals. You are driven to develop a rewarding career with growth opportunities.  WHAT YOU?LL NEED Customer support, or relevant experience Excellent verbal and written communication skills, in English.   Considered an asset...  Experience with Zendesk and JIRA, or similar customer support software Experience in a customer focused position involving technical knowledge of a companies' products and services Experience with B2B SaaS  Bilingualism (French or Spanish)   Ready to Begin?? ? At Plum, we drink our own champagne. We want to know more about who you are and how align with the role, as such we ask that

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Sep 9, 2026