Customer Support Specialist, Loopio
RFP response software provider
Be an early applicant
RFP response software provider
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help ambitious companies and people grow.
Role
Who you are
- 3+ years in a client-facing or support role, including 1+ years supporting Salesforce or a Salesforce-integrated product
- 3+ years experience in a B2B customer-facing role, including SaaS industry experience
- 1+ years experience supporting Salesforce or a Salesforce-integrated product
- Strong desire and passion for helping and supporting others
- Willingness and ability to adapt shift times occasionally if needed to ensure continuous support coverage
- Curious with great detective skills - problem-solving really gets you excited!
- Tech savvy, a strong understanding and a desire to learn new technologies and tools
- Previous exposure to support tools (ex. Zendesk, Jira) are nice to have in this role
- Excellent written and verbal communication skills with attention to detail
- Strong organizational skills, calendar management and prioritization are areas you're comfortable in!
- Ability to multitask and context switch with ease
What the job involves
- This customer support role is primarily focused on extending our Support hours to a 24/5 model. As such, we are looking for a Customer Support Specialist to join our team to work the following shift, which adjusts according to daylight saving time in Canada: 10:00am-6:00pm PST (1:00pm-9:00pm EST)
- Please note: This role may occasionally involve working different shift times to cover team absences due to leave, illness, or other unforeseen circumstances
- 3+ years in a client-facing or support role, including 1+ years supporting Salesforce or a Salesforce-integrated product
- Support: Provide personalized and relevant assistance to all Loopio for Salesforce and Loopiousers (both customers and internally) by responding to support tickets (Zendesk) and phone inquiries
- Reproduce issues, review logs and internal resources as needed to debug issues
- Deliver viable workarounds and solutions to help customers meet deadlines
- Provide both quick and high-quality support to our customers, via email and phone
- Communicate complex information to customers in a simple and easy-to-understand format
- Empower: Create and maintain help center resources to aid customers in self-service
- Document internal learnings assisting other support team members in solving tickets
- Participate in internal training sessions to teach your teammates new skills
- Partner: With the wider Customer Experience team delivering value and contributing to customer retention
- With Engineering as the main support escalation point, bringing the voice of the user to prioritize software defects
- With Product and Design by sharing customer product feedback and discussing feature requests
- Learn: Continuously learn about new features and product improvements, maintaining SME knowledge
- Participate in team huddles to share new product learnings
- Spot trends and proactively identify areas for team/process/product improvements
Our take
Loopio provides RFP response software to companies in a variety of industries, including healthcare, financial services, and telecommunications. Targeted to businesses, Loopio’s platform streamlines responses to RFPs, requests for information, and due diligence questionnaires, helping firms to improve sales efficiency and unlock growth opportunities.
The company currently has over 1,000 clients, including DocuSign, PayPal, and American Express. Loopio expects its client base to continue growing, bolstered by a 2023 independent study that shows that clients of the company can experience a three-year return on investment alongside almost $6 million in business benefits.
Loopio has used 2021 funding to accelerate product development, customer acquisition, and expanding its employee base through hiring sales and customer experience teams in the areas surrounding its Toronto headquarters, and other North American regions. Due to this expansion and to maintain streamlined business processes, it partnered with Door, a digital due diligence platform for asset management and research teams. This partnership exemplifies a mature caution in Loopio's expansion aims, helping them to keep in control of their growing business.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Apr 2021
$200m
GROWTH EQUITY VC
Feb 2018
$8.7m
SERIES A
Total funding: $208.7m
Company benefits
- Robust Health Benefits
- Extended Parental Leave
- Employee Stock Options
- Professional Mastery Budget
- Weekly Loopio Socials
- Annual Company Retreat
- Generous Paid Time Off Program
- Team Wellness Activities
Company values
- Curiosity
- Candor
- Grit
- Mastery
- Support
Company HQ
Chinatown, Toronto, ON
Articles
Leadership
Zak Hemraj
(CEO)Progressed from Software Developer to Manager and Team Lead at Achievers within 8 years.
Matt York
(CTO)Experience as Software Engineering Manager at Achievers, and Vice President of Engineering at Top Hat.
Salary benchmarks
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