Customer Support Specialist, Canny
CA$55-65k
+ Bonus Program + Equity grant
More information about location
Customer feedback management platform
Be an early applicant
Customer feedback management platform
21-100 employees
Be an early applicant
CA$55-65k
+ Bonus Program + Equity grant
More information about location
21-100 employees
Company mission
As a user, giving feedback can be disappointing. Canny is setting out to change that.
Role
Who you are
- Experience using Intercom (including managing and optimizing Fin or similar AI assistants)
- Strong written and verbal communication skills: you’re clear, empathetic, and concise
- Experience with documentation and self-serve support systems
- Previous SaaS support experience, ideally in a customer-facing role
- A proactive approach to problem-solving and collaboration, you love helping both customers and teammates succeed
- You are a self-starter. Support can be seasonal and have highs and lows in volume of work. You make sure you are optimising your time between customer interactions
What the job involves
- As a Customer Support Specialist, you’ll help our customers get the most out of Canny
- You’ll be the friendly face (and voice) behind Intercom, helping customers solve problems, improve our help content, and fine-tune our AI support experience
- You’ll also collaborate closely with our product and engineering teams, providing insights and feedback to improve the overall customer journey
- This is a great role for someone who loves helping others, enjoys being the first to learn something new, can pick up concepts quickly, and wants to improve systems and content to scale support impact
- Manage Intercom: Respond to customer questions, triage issues, and escalate to technical support when needed
- Train and improve our AI agent (Fin): Continuously refine responses, optimize workflows, and monitor performance
- Maintain help documentation: Create, update, and organize help docs to ensure customers can easily find answers
- Perform product QA: Test new product updates and features, providing clear feedback to the team to improve usability and documentation
- Support customer interactions: Jump on customer calls when needed to diagnose issues, gather insights, and provide a human touch
- Adhoc customer projects: Partner with the GTM team to work on customer projects, including but not limited to invoicing, renewal outreach, improving our help center, and other initiatives that you think will drive value
- You’ll be joining a small, collaborative, high-impact team where customer empathy drives product decisions
- Your work will directly shape how customers experience our product
- You’ll get to work cross-functionally with product, engineering, and marketing to make our customer experience world-class
Application process
- In your application, please submit your resume, an optional cover letter, and explain your motivation to join Canny (we genuinely value understanding why you're drawn to us!)
- A heads-up: Every application is carefully reviewed by our team. Please answer the screening questions diligently to stand out and ensure your success. Candidates who don't answer the screening questions will not advance
- Candidates who have obviously copied and pasted from an AI platform will not progress. It's fine to use AI to support your application, but not to complete it entirely. Yes, we can tell!
- For some extra flair, share a link to your favourite GIF
- Screening for this role will start on January 5th, 2026
Our take
When planning product changes or road-mapping business direction, companies seek voices and opinions from throughout their organization. However, one often-ignored point of view is that of the customer, due to the complexities in retrieving and collating feedback at scale. Canny provides a customer feedback management platform, to collect, organize and analyze product feedback in a way that can inform smart decisions.
Canny’s platform was built to enable companies to make the most of every idea. It manages all stages of the feedback loop; capturing, extracting insights, enacting improvements, and responding to the feedback received. Existing user accounts are automatically tied to the feedback they give, allowing feedback to be filtered by categories such as “subscribers” or “paying customers”, meaning businesses can target improvements to have the largest effect on the most vital consumers.
Canny is a small, bootstrapped company, which it says enables it to act with complete customer focus. The company is profitable and growing, with current attention on building up its team and implementing improvements to the platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Bonus program (8% of base salary, varies on performance)
- Regular Compensation Reviews (conducted semi-annually)
- Equity grant
- 20 paid vacation days, 15 paid holidays, and unlimited sick leave
- Healthcare: medical, dental, vision
Company HQ
Wilmington, DE
Leadership
Sarah Hum
(Co-founder)Former Product Designer at Facebook.
Andrew Rasmussen
(Co-founder)Previously co-founded Venzio. They also served as a Software Engineer at Facebook.
Salary benchmarks
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