eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.
About the role
- Product Support Specialist supporting customers using InvestNext’s real estate investment management platform. Troubleshooting issues, improving support workflows, and guiding new users through onboarding and training.
Responsibilities
- Monitor the support inbox and optimize workflows to drive down response time
- Communicate with customers via phone, email, chat, and video calls, selecting the best method for their needs
- Own CSAT scores and connect with unsatisfied customers to provide solutions
- Monitor and own incoming customer reviews, following up where needed to improve customer experience
- Join team stand-ups to share priorities and roadblocks
- Troubleshoot user issues and provide recommended solutions to the product development team
- Assist new customers with transitioning onto the platform, including training and coaching
- Monitor and maintain self-serve customer resources, including support articles and videos
- Assist with testing newly released features and developing training materials to promote customer usage
Requirements
- 2+ years of customer support experience in a SaaS environment
- Effective communication across chat, email, phone, and video calls
- Troubleshooting ambiguous or complex issues using analytical and problem-solving skills
- Proficiency with support tools and platforms such as Zendesk, Intercom, Salesforce, or similar systems
- Ability to manage support workflows to improve response times
- Self-motivated and eager to learn
- Ability to adapt quickly to new tools, technologies, and the evolving demands of a growing company
Benefits
- Fully remote work, within the US and Canada
- Robust 99% employer-paid medical, dental, and vision insurance
- 401k with 100% employer match, up to 4% of your annual salary
- Generous monthly allowance to support your wellness and remote work
- Uncapped paid time off, with a required minimum to support work-life balance and help avoid burnout
- 11 company-wide holidays per year
- 16 weeks of paid parental leave
- Travel to spend time with the team, including company-wide offsites
- Laptop of choice
- Equity grant
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
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