Customer Support Specialist, Loopio
CA$46.9-62.5k
+ Equity
More information about location
RFP software provider
Be an early applicant
RFP software provider
201-500 employees
Be an early applicant
CA$46.9-62.5k
+ Equity
More information about location
201-500 employees
Company mission
To empower clients to shine in every response.
Role
Who you are
- Are you passionate about solving problems, learning something new every day, connecting with and helping customers?
- Please note: This role may occasionally involve working different shift times (9AM-5PM EST or 1PM-9PM EST) to cover team absences due to leave, illness, or other unforeseen circumstances
- This support role will cover core working hours of 7AM-3PM EST
- Strong desire and passion for helping and supporting others, “Got Your Back” is our team mantra!
- Curious with great detective skills - problem solving really gets you excited!
- Tech savvy, a strong understanding of, and a thirst to learn, new technologies and tools
- 1 year experience in a customer-facing role at a SaaS software company
- Previous exposure with 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 excel in!
- Ability to multitask and context switch with ease
- Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description—particularly members of underrepresented groups
What the job involves
- If so, we’d love to hear from you! We’re looking for a curious, solution-oriented, empathetic individual to join our Support Team
- Reporting to the Manager of Support, our Support Specialists take ownership of troubleshooting and resolving reported issues in a timely fashion, providing best in class customer service and creating a customer for life. Our customers always know we have their back!
- Support: Provide personalized and relevant assistance to all Loopio users (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
- You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🏾 during the workday
Our take
Loopio provides RFP response software to companies in a variety of industries including healthcare, financial services and telecommunications. Its platform streamlines responses to proposal requests, requests for information and due diligence questionnaires, helping firms to improve sales efficiency and unlock growth opportunities.
The company boasts an impressive client list 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 funding to accelerate product development and customer acquisition, as well as expand its team. It has also 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
9% employee growth in 12 months
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
- Remote Work Subsidies
- Annual Company Retreat
- Generous Paid Time Off Program
- Team Socials
Company HQ
Downtown Yonge East, Toronto, ON
Leadership
Zak Hemraj
(Co-Founder & CEO)Prior to co-founding Loopio, Zak spent 8 years at Achievers, joining as a Software Developer before moving into the role of Sales Engineer an then Manager and Team Lead of Software Development.
Matt York
(Co-Founder & CTO)Matt previously worked as a VP of Engineering at Top Hat and as a Software Developer & Manager at Achievers.
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