Product Support Specialist, Jobber
CA$50-67.6k
Midpoint is $58,800. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers between the minimum to the midpoint reflect strong potential with transferable work experience
Job tracking & customer management
Be an early applicant
Job tracking & customer management
501-1000 employees
Be an early applicant
CA$50-67.6k
Midpoint is $58,800. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers between the minimum to the midpoint reflect strong potential with transferable work experience
501-1000 employees
Company mission
To help small business owners move more efficiently, survive changes in the economy, support their families and communities, and WIN at creating something on their own.
Role
Who you are
- Have 1 year of contact centre experience, preferred
- Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
- Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them
- Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
- Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
- Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service
- Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
- Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
- Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software
What the job involves
- Then you should consider joining Jobber! We’re looking for a Product Support Specialist to be part of our Customer Success department
- Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology
- With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more
- That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want!
- If our company values were a department, they would be the Customer Success department; they are humble, supportive, and truly give a sh*t about making sure our customers are successful in Jobber
- This group is one that cares about authentic interactions, empowering our customers, and providing top tier customer service
- Our Product Support Specialists are the foundation to Jobber’s success. We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award winning level of customer service
- This is a dynamic, fast-paced contact centre environment—using live chat, phone or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback
- This role directly impacts the lives of our entrepreneurs who rely on Jobber to run their businesses, which is a responsibility we don’t take lightly
- Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
- Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
- Maintain high channel productivity across our different mediums
- Be a liaison for customer feedback to product and technical teams
- Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions
- Please note: The shift for this role is Monday to Friday 5 am to 2 pm MT (8 am to 5 pm AT), 6 am to 3 pm MT (9 am to 6 pm AT), or 9 am to 6 pm MT (12 pm to 9 pm AT)
Application process
- Step 1: We’ll review your application! The candidates whose customer service experience aligns with the role will be moved forward in the process. We're looking for problem solvers, and people used to working in a fast-paced and multi-tasking environment. Make sure to highlight this one your application!
- Step 2: Initial convo with TA! A member of Talent Attraction will reach out to you for a first conversation. We want you to share your unique story and experience, and see how you’ll help drive us forward. This is also a great opportunity to ask questions about Jobber and the role!
- Step 3: Team Interviews! You’ll have two interviews with your potential team leader and peers to dig into your previous experience and performance, as well as to see your skill set in action in a Customer Support role play. We’re constantly raising our bar and excited to see what you can bring to Jobber
- Step 4: Senior leadership interview! A member of our Leadership Team will finish off the conversations – ensuring we’re building a team centered around our values, goals, and mission
- Step 5: Offer!
Our take
For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.
Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 200,000 professionals.
What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2023
$100m
SERIES D
Jan 2021
$60m
GROWTH EQUITY VC
Total funding: $185.8m
Company benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
Company HQ
Downtown, Edmonton, AB
Leadership
Sam Pillar
(CEO)Former Freelance Software Developer. Previously a Business Analyst and Management Consultant at CGI.
Forrest Zeisler
(CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
Share this job
View 22 more jobs at Jobber