Technical Support Representative - Pacific Time Zone

Technical Support Representative - Pacific Time Zone

Toronto

Hey there! We're ContactMonkey

Our mission? To power measurable employee engagement worldwide. And we'd love for you to join us!

About the Job

Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses answering product queries, troubleshooting email delivery issues, and escalating complex concerns to the appropriate teams, ensuring seamless communication and client satisfaction.

In this role, you'll report to the Head of Support and work towards a shared goal of delivering best-in-class global service to our clients. You will also work with our amazing Success, Implementations, Product, and Engineering teams, driving continuous improvement processes and championing our clients' issues and feedback.

This position will be fully remote, covering the Pacific Time Zone.

Your Impact

• Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations
• Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience
• Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency

About You

• You are a maven in customer support, driven by client satisfaction and product adoption
• You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience preferably in business end-user troubleshooting, and within a SaaS environment
• You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
• You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently
• You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions, to not only delight the client, but to correctly identify trends and better internal information to make data-driven decisions
• You are patient, personable, and have a great sense of humor. You thrive on winning together as a team

How You Can Stand Out

• You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues
• You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc
• You have experience with AI, are able to effectively prompt, interpret, and humanize responses
• You are proficient with HTML and JSON analysis

What We Bring to the Table

100% employer-paid benefits + a Health Spending Account from day one

Work from anywhere in the world for up to 4 weeks

Stock option plan-own a piece of our success

Generous vacation package to recharge and relax

Personal development budget to fuel your growth

One personal day and one volunteering day to give back to the community

Your Birthday off—celebrate on us!

Five health days per year to stay at your best

Compensation & Work Details

The base salary range for this role is $55,000 - $65,000 CAD. In addition to base salary. Compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity.

We're always happy to answer questions about compensation throughout the hiring process. This is a backfill position that will support the Pacific Time Zone and will be fully remote.

Who We Are

Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we're not just sending out traditional emails with our internal comms software; we're changing the way companies connect and communicate with their people. Brands like IKEA, Roku, KMPG, and countless others are using our solution to transform employee engagement.

Our all-in-one platform—featuring a drag-and-drop email builder, engagement tools, and analytics—makes it easy for businesses to create, send, and measure their internal email campaigns directly within Outlook or Gmail. This way, internal communications go from being ignored to binge-worthy, sparking more opens, clicks, and conversations.

We've been on an explosive growth streak over the past few years, and we're not slowing down anytime soon. Here's a bit of what we're proud of:

• Ranked by the Globe & Mail as one of Canada's fastest-growing companies
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years
• Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America
• Raised $55 million Series A financing in 2023

Diversity is Our Strength

At ContactMonkey, we are building diverse products and we need a diverse team to do that. We strongly encourage applications from everyone regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

We are committed to creating an accessible experience for all candidates. If you require any accommodations or adjustments during the interview process or beyond, please inform us, and we will work with you to ensure the necessary support is in place. We are continually striving to enhance our accessibility practices and welcome any feedback or suggestions on how we can better serve candidates with accessibility.

AI Disclosure:

We use AI to take notes during our interview. Applications and interviews are reviewed by our Talent Acquisition team. Our applicant tracking system utilizes AI for workflows and hiring process efficiencies.