Product Support Specialist, Jobber
CA$50-67.6k
+ Equity
1+ day a week in office
Job tracking and customer management software for home service businesses
Open for applications
Job tracking and customer management software for home service businesses
1001+ employees
Open for applications
CA$50-67.6k
+ Equity
1+ day a week in office
1001+ employees
Company mission
To help home service professionals around the world win.
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
- We’re looking for a Product Support Specialist to be part of our Customer Success department
- 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 11 am to 8 pm MT (10am to 7pm PST)
- We believe great collaboration is intentional, and sometimes that means coming together in person to build, brainstorm, and connect. To support this, the role is open to candidates based in one of our hub cities: Edmonton, Toronto, Vancouver, or Kitchener-Waterloo
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: Screening assignment! Candidates moving forward will receive a link to complete a brief, recorded audio interview through our third party software Willo
- Step 3: 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 4: 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 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 300,000 home service professionals in over 60 countries.
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 HQ
Downtown, Edmonton, AB
Leadership
Sam Pillar
(Co-Founder & CEO)Prior to co-founding Jobber in 2011, Sam was a Freelance Software Developer at Cardboard Creative and a Business Analyst/Management Consultant at CGI.
Forrest Zeisler
(Co-Founder & CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
Salary benchmarks
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