Customer Success Advisor
New
J
JobgetherHospitality SaaS
Work from home anywhere in Canada, provided you are based in a Pacific or Mountain Time Zone., Pacific or Mountain Time Zone; regular business hours approximately 9 a.m. to 5 p.m.Full-TimeJunior
Salary55,000 - 65,000 CAD per year
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Job Details
- Experience
- At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
- Required Skills
- Customer serviceCustomer SuccessSaaSTroubleshootingTechnical support
Requirements
- At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
- Strong technical aptitude and enthusiasm for learning technologies, software platforms, and digital tools.
- Strong verbal and written communication skills, including the ability to explain technical concepts and business solutions clearly.
- Analytical and troubleshooting abilities, including investigating technical issues, identifying root causes, and developing solutions.
- Ability to work independently, take ownership of customer requests, and manage priorities effectively in a remote environment.
- Interpersonal skills to build professional relationships with remote colleagues and cross-functional teams.
- A proactive, accountable, and solutions-oriented approach, including recommending improved ways of working.
- Availability for regular business hours, approximately 9 a.m. to 5 p.m., aligned with Pacific or Mountain Time.
- Hospitality industry experience is an advantage, particularly in hotel operations, banquets, front desk, group reservations, hotel sales, or catering.
- Experience with customer support platforms, ticket management systems, or knowledge base tools is an asset.
Responsibilities
- Respond to customer inquiries through live chat, email, and phone.
- Diagnose customer issues and provide technical and business solutions through chat, email, phone, and video calls.
- Advise customers and help them adopt solutions that support their business objectives.
- Investigate technical issues, identify root causes, resolve problems independently when possible, and escalate to engineering teams as needed.
- Document product bugs with detailed reproduction steps and report them to engineering teams.
- Capture customer experiences, feedback, and business challenges to inform product improvements and feature development.
- Submit customer feature requests and communicate needs to internal stakeholders.
- Create and maintain accurate knowledge base articles and customer support documentation.
- Monitor AI-powered customer support responses for accuracy, relevance, and consistency with service standards.
- Monitor customer satisfaction, CX, NPS, response and resolution times, knowledge base accuracy, and churn.
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