moego - Support Specialist 1
Requirements
• 1–3+ years of experience in a customer support role, ideally in a SaaS or technology environment • Experience supporting customers via a ticketing system and/or live chat • Typing speed of 80 words per minute (WPM) or higher • Strong troubleshooting and problem-solving skills • Excellent written and verbal communication skills • Ability to explain technical concepts clearly to non-technical users • Comfort managing multiple priorities in a fast-paced environment • Customer-first mindset with strong ownership and accountability • Experience supporting B2B SaaS products • Familiarity with support metrics such as CSAT, response time, and resolution time • Experience contributing to documentation or process improvements • Exposure to SMB, multi-location, or enterprise customers • Experience working cross-functionally with Product, Engineering, or Customer Success teams • MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans for employees and their family members at no cost to employees, as well as 401(k) matching.
Responsibilities
• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) • Troubleshoot and resolve common to moderately complex product issues independently • Provide clear, friendly, and professional communication tailored to each customer’s needs • Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) • Prioritize and manage a high volume of tickets while maintaining accuracy and quality • Document resolutions thoroughly, ensuring proper categorization and clear notes • Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation • Create or update knowledge base articles to improve self-service and team efficiency • Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed • Support newer team members by sharing knowledge and best practices as you grow in the role
Benefits
• Estimated Base Salary CA$40K – CA$60K • The salary range for this position represents a good faith estimate of base compensation at the time of posting. Final compensation will be determined based on factors such as skills, experience, qualifications, location, and internal equity. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • please provide a # to best reach you • or drag and drop here
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