Customer Support Specialist

Granum is the leading software company devoted to serving landscapers and arborists across North America. It brings together three trusted software brands—LMN, SingleOps, and Greenius—into one powerful ecosystem that helps clients estimate, schedule, train crews, invoice, and receive payments. We work alongside our clients to implement systems and provide hands‑on support, blending technology with onboarding and human assistance. Our mission is to unlock industry professionals’ potential and help them achieve their most important goals. Customer Support Specialist (T1) Location: Remote. A physical office exists in Atlanta, GA and the Greater Toronto Area, but applicants may work from anywhere in the US or Canada. Responsibilities: Field tier‑1 customer inquiries via phone, email, chat, and our ticketing system across a range of products and services. Directly troubleshoot customer issues, delivering actionable solutions. Escalate bugs to development as they arise. Provide feedback to improve support processes, adding value for our customers. Write technical content for knowledge bases (FAQs, Help Center, training materials, internal documentation). Empathize with customers, taking ownership and reassuring them of timely resolution. Work cross‑functionally with other departments. Qualifications: Bachelor’s degree or equivalent experience. Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products. Sound judgment and product knowledge to deliver timely solutions. Fast learner with a record of mastering new technical tools and systems. Professional, responsive B2B support skills. High‑volume support/customer service experience. Analytical mindset with strong research and problem‑solving skills. Technical writing skills. Innate desire to serve others and implement thoughtful solutions. Ability to multitask and prioritize trouble tickets. Clear and concise communication. Growth mindset and desire to learn. Additional Experience (Not required but advantageous): Working for a SaaS startup. Experience with ticketing systems like Zendesk. Industry knowledge in green‑industry field management (landscaping, tree care, etc.). Compensation: Canada: CAD 65,000–75,000

US: USD 55,000–65,000

Benefits and Perks: Collaboration‑focused culture with high impact and fun. Comprehensive medical, dental, and vision coverage (US); employer‑funded HSA‑based plan with drug, dental, and mental health coverage (Canada). 401(k) matching (US) and RRSP matching (Canada). Unlimited paid time off, paid company holidays, and a company‑wide winter break from December 24 to January 1. Career development conversations and support for tools, courses, and resources. Granum does not sponsor work authorization. Candidates must have proper work authorization to work in Canada or the US. Granum is an Equal Employment Opportunity and affirmative action employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status. Granum participates in the federal E‑Verify program. Granum is committed to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. #J-18808-Ljbffr Granum