About the role

Client Support Representative supporting Canadian merchants using TapMango’s customer engagement platform. Resolving technical issues, advising on marketing best practices, and driving loyalty-platform adoption across chat, email, and phone.

Responsibilities

Respond to, manage, and resolve support requests via live chat, email, and phone
Act as a marketing and business consultant, providing industry- and business-specific client feedback
Provide prompt, friendly service across customer interactions
Coordinate incoming requests with Sales and Success teams
Support administrative tasks involving billing transactions, shipment processes, hardware setups, and potential merchant design work
Identify opportunities to share platform best practices and stimulate product adoption and ROI
Identify and escalate defects to Development according to the established escalation process
Maintain strong product and internal process knowledge
Participate in and lead additional projects as required

Keen interest in technology
Experience providing exceptional customer service or technical support
Excellent written and oral communication skills
Superior customer service skills and genuine enthusiasm for helping others
Strong computer skills and ability to learn new software quickly
Experience working in a fast-paced environment
Detail-oriented approach and ability to juggle multiple tasks simultaneously
Positive attitude and diligent work ethic
Ability to work independently with minimal supervision
Self-motivated, autonomous, and able to exercise sound discretion in a remote work environment
Reliable, secure internet connection
Ability to work effectively from a remote workplace
Legally entitled to work in Canada on a full-time permanent basis