Customer Success Advisor

Accountabilities:

• Respond to incoming customer inquiries through multiple communication channels, including live chat, email, and phone.
• Diagnose customer issues and provide practical technical and business solutions through chat, email, phone, and video calls.
• Act as a trusted customer advisor, helping clients make informed decisions and adopt solutions that support their business objectives.
• Investigate technical issues thoroughly, identify root causes, and resolve problems independently whenever possible before escalating to engineering teams.
• Document and report product bugs, ensuring engineering teams receive accurate information and detailed reproduction steps to facilitate efficient resolution.
• Capture customer experiences, feedback, and business challenges to inform product improvements and future feature development.
• Submit feature requests on behalf of customers and communicate their needs effectively to internal stakeholders.
• Contribute to the creation, maintenance, and accuracy of knowledge base articles and customer support documentation.
• Monitor AI-powered customer support responses to ensure accuracy, relevance, and consistency with established service standards.
• Maintain high customer satisfaction and experience scores, while supporting customer loyalty and retention.
• Monitor and achieve key performance indicators, including CSAT, Customer Experience (CX) scores, Net Promoter Score (NPS), initial response times, ticket resolution times, knowledge base accuracy, and customer churn.
• Collaborate with customer success leadership to establish professional development goals and actively manage your career progression.
• Support additional customer success activities as needed, including occasional work outside standard business hours.

Requirements:

• At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
• Strong technical aptitude and enthusiasm for learning new technologies, software platforms, and digital tools.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts and business solutions clearly.
• A customer-first mindset, with a genuine passion for helping clients, building relationships, and delivering outstanding service.
• Strong analytical and troubleshooting abilities, including experience investigating technical issues, identifying root causes, and developing creative solutions.
• Ability to work independently, take ownership of customer requests, and manage priorities effectively in a remote working environment.
• Excellent interpersonal skills and the ability to build strong professional relationships with remote colleagues and cross-functional teams.
• A proactive, accountable, and solutions-oriented approach, with the confidence to challenge existing processes and recommend better ways of working.
• Availability to work regular business hours, approximately 9 a.m. to 5 p.m., aligned with Pacific or Mountain Time.
• Previous experience in the hospitality industry is considered a strong advantage, particularly in hotel operations, banquets, front desk, group reservations, hotel sales, or catering.
• Experience with customer support platforms, ticket management systems, or knowledge base tools is an asset.

Benefits:

• Competitive salary: Annual compensation ranging from CAD $55,000 to $65,000, depending on experience, skills, and qualifications.
• Remote flexibility: Work from home anywhere in Canada, provided you are based in a Pacific or Mountain Time Zone.
• Health and dental coverage: Access to healthcare and dental benefits.
• Collaborative environment: Join a supportive, high-performing customer success team that values teamwork, integrity, and mutual support.
• Professional growth: Work with leadership to develop a personalized career progression plan and pursue your professional ambitions.
• Learning opportunities: Develop your technical expertise and customer success skills within a growing SaaS technology environment.
• Meaningful contribution: Have a direct impact on customer satisfaction, product development, and the company's continued growth.
• Growth and innovation: Be part of a fast-growing technology business where you can contribute to building and shaping a successful company.

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