Customer Support Manager leading teams and improving service operations at Cardata, which automates vehicle reimbursement programs. Driving KPI performance, workforce planning, escalations, and support automation.
About the role
- Customer Support Specialist providing tier 1 support for Granum’s landscaping and arborist SaaS ecosystem. Troubleshooting customer issues, escalating bugs, and improving knowledge bases.
Responsibilities
- Field tier 1 customer inquiries by phone, email, chat, and ticketing system across products and services
- Troubleshoot customer issues and resolve them with attainable solutions
- Evaluate and escalate product bugs to development
- Provide feedback to improve support processes
- Contribute technical writing to knowledge bases, FAQs, Help Center, training materials, and internal documentation
- Take ownership of customer issues and provide thorough, thoughtful, and timely resolutions
- Work cross-functionally with other organizational members
Requirements
- A bachelor’s degree or equivalent experience
- Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
- Ability to apply sound judgment and product knowledge to deliver timely solutions
- Track record of mastering new technical tools and systems
- Experience providing professional, responsive, and technical B2B support
- Previous experience in a high-volume support/customer service role
- Analytical mindset with strong research and problem-solving skills
- Technical writing skills
- Ability to multitask and prioritize trouble tickets
- Clear and concise communication skills
- Strong growth mindset and desire to learn
- Must have proper work authorization to work for any employer in Canada or the U.S. without company sponsorship
Benefits
- Comprehensive medical, dental, and vision coverage with multiple plan options for U.S. employees
- HSA/FSA accounts
- Disability and life insurance
- Employer-funded HSA-based benefits plan with drug, dental, and mental health coverage for Canadian employees
- 401(k) matching for U.S. employees
- RRSP matching for Canadian employees
- Tailored career development conversations
- Support for tools, courses, and resources for professional growth
- Unlimited Paid Time Off
- Paid company holidays
- Company-wide winter break from December 24 to January 1
- Remote work across the US and Canada
- Collaborative, supportive team culture
- Company awards and recognition
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