Technical Support & Operations Specialist, ContactMonkey
+ Stock options
2-5 days a week in office
Internal communications platform
Job no longer available
Internal communications platform
21-100 employees
Job no longer available
+ Stock options
2-5 days a week in office
21-100 employees
Company mission
To build a highly-engaged, connected, and productive workforce.
Role
Who you are
- You are a maven in customer support, driven by client satisfaction and product adoption
- You’re passionate about knowledge management and see value in creating resources that streamline team performance
- You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
- You value accuracy and organization, ensuring documentation is easy to understand, minimizing information sprawl, having a keen eye for design, and keeping up with updates
- You are patient, personable, and have a great sense of humor. You thrive on winning together as a team
Desirable
- You have direct experience in customer technical support, preferably in business end-user troubleshooting and within the software industry
- You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, Guru, etc
- You understand the importance of knowledge management and have experience creating and improving internal documentation processes to enhance team efficiency and knowledge sharing
- You are proficient with HTML and JSON analysis
- You have experience managing and troubleshooting email platforms, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues
What the job involves
- Join the Technical Support team, where you’ll have the opportunity to delight clients, transform client support, and elevate internal operations. Our Technical Support & Operations Specialist doesn’t just handle tickets; they bridge knowledge gaps and create resources that empower our team to deliver faster, more consistent support
- In this role, you’ll report to the Head of Support and work towards establishing and maintaining a robust Support Internal Knowledge Base. You'll partner closely with Customer Success, Product, and Engineering teams who strive for excellence in client experience every day
- ContactMonkey is currently operating under a hybrid office model, this position will be based out of our head office in Toronto, with a minimum of two days in the office a week
- Delight Clients: Respond to client inquiries via Zendesk, ensuring each interaction resolves issues efficiently and exceeds expectations
- Knowledge Management: Develop and maintain an internal wiki, capturing key insights, processes, and FAQs from cross-department collaboration so our team has answers at their fingertips
- Efficiency Building: Analyze ticket inquiry trends and issues, to identify recurring themes, proactively building documentation to prevent repeat inquiries
- Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency
Our take
Internal communications are vital for informing employees and keeping them engaged with the wider business. However, stagnant and boring emails are often left unread, creating a disconnect between workers and their employers and peers.
ContactMonkey supplies a platform to supercharge internal communications, enabling management to create, send, track, and measure engagement through Outlook and Gmail. The offering consists of an email builder, through which users can create custom email templates, feedback features such as pulse surveys, plus a centralized communication hub and metrics tracking capabilities.
Boasting a host of integrations to facilitate easy adoption, it is no surprise that ContactMoneky's solution has been well-received and recognised by the industry - one case study in particular highlights 50% more time saved by using the platform. A recent injection of funding, to the tune of $55 million, will allow the company to bring this success forwards as it scales to meet rising demand for its products.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Dec 2023
$55m
SERIES A
Mar 2012
$0.8m
SEED
Total funding: $55.8m
Company benefits
- Hybrid Work
- Bi-weekly Lunch & Learn
- Monthly Team-building Activities
- Employee Stock Options
- Health & Dental Coverage
- Bonus Opportunities
- Extended Vacation Days (34 days of vacation annually, with summer Fridays, and more)
- Personal Development Budget
Company values
- Growth-mindset - We aim for the stars
- Continuous Learning - We’re perennially learning and improving
- Transparency - Being, open, honest, and transparent is our policy
- Hard Work - We work hard, and have fun while we’re doing it!
- Autonomy - We empower our people to do their best
- Agility - We’re quick to adapt and deliver
- Fun & Friendly - Boat parties, monthly events, office pets – we do it all!
- Diverse - Our team represents over 10 different countries
- Creative - We always think outside the box
- Fast - Our culture is fast-paced and dynamic
- Flexible - We support our people in any way we can
- Ambitious - We have a strong drive for success
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
Scott Pielsticker
(CEO)Founded Blueback in 2002 and was CEO there for 6 years. Then founded ContactMonkey in 2009, and has been CEO ever since.
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