Customer Support Associate

Customer Support Associate

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We're a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI. We work with some of the world's most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That's why we're building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

The Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts. You will operate at the center of customer execution — ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.

This role is ideal for someone who thrives on technical precision, strong prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.

This role reports to the Manager of Customer Success.

Functional Accountabilities

• Act as a Product & Technical Expert
• Deliver High-Quality Schema Authoring
• Elevate Product & Process Through Feedback
• Support Technical Readiness for Customers
• Support CSMs with Precision & Speed
• Own Monitoring, Maintenance & Reporting
• Manage & Resolve Support Queue

Key Competencies

• Technical Precision, Execution Excellence & Attention to Detail
• Cross-Functional Collaboration
• Process Improvement Mindset
• Prioritization & Time Management
• Clear & Structured Communication
• Analytical Thinking
• Proactive Ownership & Continuous Improvement
• Efficiency Habits

Success Metrics

• ≥ 95% on-time completion of maintenance and deployment tasks
• Support ticket resolution time within SLA with ≥ 4.7/5 internal/customer satisfaction
• ≥ 95% accuracy in schema authoring, QA, and documentation (minimal rework required)
• Complete and accurate documentation across 100% of assigned accounts
• Identification and contribution to ≥ 2 process or efficiency improvements annually
• Reduction in recurring support issues or deployment errors over time

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and don't give up.
• One Team: We are collaborative, we win and learn together.
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don't, and seek clarity through curious questions.

Life @ Schema App

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don't work on your birthday
• The Culture Club keeps our virtual team connected through fun and innovative events
• Diverse smart team! The more inclusive we are, the better our work will be
• Schema App's purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.