Responsibilities
- Responding promptly and effectively to customer emails via designated support channels.
- Managing the timely distribution of renewal reminders to customers.
- Deploying targeted email campaigns aimed at customer engagement, retention, and expansion.
- Maintaining accurate and current customer records and interactions within the CRM system.
- Identifying and escalating complex issues or customer concerns to appropriate internal teams when necessary.
Requirements
- You are tech-savvy and comfortable learning and navigating various software applications efficiently.
- You possess excellent communication skills, able to convey information clearly and professionally both in writing and verbally.
- You excel at managing your time effectively, prioritizing tasks, and demonstrating strong initiative without constant supervision.
- You have a keen eye for detail, ensuring accuracy in record-keeping and customer interactions.
- You enjoy troubleshooting basic technical problems (like login issues) and are motivated to find solutions for customers.
- You are eager, quick to learn and comfortable with ambiguity, demonstrating adaptability to new information, processes, and situations.
- You exhibit an internal locus of control, taking ownership of your work and proactively seeking ways to contribute.
- You are likely early in your professional career or seeking a foundational customer-facing role in a tech environment.
- You bring enthusiasm for helping customers and working collaboratively within a team.
Nice to Have
- Graduation from a university or college program. Education with a Life Science focus is preferred
- 1-2 years of experience in a customer service, support, or other customer-facing role.
- Familiarity with or experience working within the SaaS industry.
- Experience helping users troubleshoot technical problems, such as login issues or basic software navigation.
- Hands-on experience using Salesforce or a comparable CRM system.
Additional Information
- To demonstrate your attention to detail, please tell us the name of the establishment located at coordinates 43.63565745335677, -79.43972483985826 in your cover letter.
- Three weeks paid vacation + paid statutory holidays.
- If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days per week.
- Upgrade your home office setup with our remote or hybrid stipend.
- Join us for our annual all-company retreat (past destinations include Bermuda, Iceland, Costa Rica, Portugal and Spain)!
- Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes).
- Take part in our Employee Giving Program (you choose the causes and the company provides the funds).
- Basic and extended health and dental benefits.
- Paid and topped-up maternal and parental leave.
