Customer Support Specialist - CAD

📋 Description

• Manage the full range of incoming support requests, including general product questions
• Independently assess and resolve complex refunds, billing disputes, discounts, and other edge cases
• Partner with Product, Engineering, and Finance teams to investigate technical and billing issues
• Help develop and continuously improve billing policies, refund rules, internal frameworks, and
• Identify recurring customer issues and create scalable self-service solutions, including Help
• Analyze support ticket data to identify trends, recurring problems, and opportunities for product

🎯 Requirements

• 2–5 years of billing or subscription support experience, including at least 2 years supporting a
• Hands-on experience handling complex billing scenarios involving discounts, refunds, disputes, and
• Ability to exercise sound independent judgment when resolving customer issues and determining
• Experience managing a broad support queue that includes product questions, technical bugs, billing
• Excellent written and spoken English, with a clear, empathetic, and customer-focused communication
• Strong technical aptitude and the ability to quickly learn new products, platforms, and support

🎁 Benefits

• Estimated total compensation of CA$50,000–CA$80,000.
• Fully remote position based in Canada.
• Eastern Time working schedule, with a 7:00–8:00 AM ET start and afternoon overlap with the US West
• Competitive salary, equity, and benefits package.
• Stock options available for eligible core team members.
• Comprehensive health, dental, and vision insurance.