Job Description
Full job description
Take your career to new heights with Loopio!
Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.
Are you passionate about solving problems, learning something new every day, connecting with and helping customers? 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!
This support role will cover core working hours of 7AM-3PM EST.
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.
Note: This is an existing vacancy on the team
What You’ll Be Doing
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
What You’ll Bring to the Team
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
Where You’ll Work
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru).
The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
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
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why You’ll Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations
You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day with Loopio.
We’ll set you up to work remotely with a MacBook laptop , a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round.
You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.
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.
Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.
Compensation Range: CA$46.9K - CA$62.5K
Return to Search Result
Take your career to new heights with Loopio!
Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.
Are you passionate about solving problems, learning something new every day, connecting with and helping customers? 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!
This support role will cover core working hours of 7AM-3PM EST.
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.
Note: This is an existing vacancy on the team
What You’ll Be Doing
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
What You’ll Bring to the Team
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
Where You’ll Work
Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from.
Our employees (or Loopers, as we call ourselves!) live and work in Canada (British Columbia and Ontario), London, and India (specifically in Gujarat, Maharashtra, and Bengaluru).
The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).
We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you!
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
We encourage asynchronous collaboration to effectively work as a global #OneTeam!
Why You’ll Working at Loopio
Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice for our 1:1s and performance conversations
You will have the opportunity to elevate your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact.
We offer a wide range of health and wellness benefits to support your physical and mental well-being, starting day with Loopio.
We’ll set you up to work remotely with a MacBook laptop , a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.
You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment.
Participate in townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam!
Our four active Employee Resource Groups offer opportunities for employees to learn and connect year-round.
You’ll be a part of an award-winning workplace with an opportunity to make a big impact on the business.
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.
Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table.
AI in Recruitment At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions solely made by our team. We continuously review and refine our hiring practices to align with industry best practices and evolving legal guidelines
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team (work@loopio.com) should you require accommodations at any point during our virtual interview processes.
Compensation Range: CA$46.9K - CA$62.5K
Return to Search Result
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Specialist position is now open for candidates interested in the Back Office Jobs sector. This role in Toronto offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
