Job Description
Benefits
Pulled from the full job description
Paid time off
Vision care
Dental care
Discounted or free food
Casual dress
Extended health care
Company events
Full job description
If you’re someone who likes solving problems quickly, communicating clearly, and helping people get unstuck — this role might be for you.
PaintScout is a Calgary-based software company that helps painting contractors run better businesses. Our customers use PaintScout to estimate jobs, manage leads, collect payments, and organize their day-to-day operations.
When contractors are running their business, they need the software to work — and when something isn’t clear or isn’t working, they need help fast.
That’s where you come in.
We’re hiring a Customer Support Specialist to provide quick, accurate support to customers through live chat and ensure they can keep moving without interruption.
What This Role Is Really About
You’ll be the front line of support for PaintScout customers.
When someone has a question, runs into a problem, or isn’t sure what to do next, you’ll be there to help them solve it quickly and clearly.
This role is about speed, accuracy, and consistency.
It’s not a sales role and it’s not a coaching role.
Your job is to make sure customers get the help they need quickly so they can keep running their business.
What You’ll Be Doing
1. Live Chat Support
You’ll respond to incoming customer questions through chat.
That includes:
Monitoring and responding to live chat during assigned hours
Troubleshooting common questions and product issues
Guiding customers toward the correct workflows
Maintaining a clear, calm, professional tone in every conversation
2. Issue Resolution & Escalation
Most problems can be solved quickly — but sometimes they require deeper help.
You’ll:
Resolve common product and workflow questions independently
Identify bugs or unusual edge cases
Escalate issues clearly to the appropriate team when needed
Follow up to ensure the customer’s issue is fully resolved
3. Documentation & Knowledge Base
Great support depends on great documentation.
You’ll:
Use internal documentation and help articles to support responses
Flag gaps or outdated documentation when you see them
Help improve macros, FAQs, and internal playbooks over time
4. Customer Experience & Signal Detection
Support conversations often reveal important patterns.
You’ll:
Recognize when customers are confused, frustrated, or stuck
Tag conversations appropriately for tracking and reporting
Identify when a customer should be handed off to a Customer Success Coach for deeper support
What Success Looks Like
Customers:
Get fast responses
Get clear answers
Feel confident the issue is solved
Can continue working without disruption
Internally:
You resolve most issues on the first contact
Tickets are handled quickly and accurately
Escalations are clear and well documented
Your work is consistent and reliable
Customers should walk away thinking:
“PaintScout is easy to get help from.”
Who You Are
You’ll likely thrive in this role if:
You communicate clearly in writing
You’re good at solving problems quickly
You stay calm when customers are frustrated
You have strong attention to detail
You can learn software quickly and navigate it comfortably
This role rewards people who are organized, dependable, and precise.
What This Role Is (and Is Not)
This role is:
Execution-focused
Customer-facing with clear processes
About clarity, accuracy, and consistency
This role is not:
A coaching or relationship-management role
A sales or upsell position
An unstructured or improvisational role
Growth Opportunities
This role is a strong entry point into the Customer Experience team at PaintScout. People who perform well here often grow into roles such as Senior Support Specialist, Customer Success Coach, or other specialized positions within CX like QA or training. Advancement comes from consistently resolving issues well, communicating clearly with customers, and taking ownership of improving how the support team operates. As PaintScout continues to grow, there will be increasing opportunities to take on more responsibility and develop within the company
Why Join PaintScout?
Growing Calgary-based SaaS company
Tight-knit team working together in person
Clear expectations and real accountability
Opportunity to grow within Customer Experience
Competitive salary + performance incentives
This role is hybrid in-office in Calgary. We believe working together helps us move faster and support customers better.
Interested?
Apply with:
Your resume
A short note about why this role interests you
An example of a time you helped solve a difficult problem for a customer
If you like the idea of helping customers quickly get back to running their business, we’d love to hear from you.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
Casual dress
Company events
Dental care
Discounted or free food
Extended health care
On-site parking
Paid time off
Vision care
Work Location: Hybrid remote in Calgary, AB T2E 3H6
Pulled from the full job description
Paid time off
Vision care
Dental care
Discounted or free food
Casual dress
Extended health care
Company events
Full job description
If you’re someone who likes solving problems quickly, communicating clearly, and helping people get unstuck — this role might be for you.
PaintScout is a Calgary-based software company that helps painting contractors run better businesses. Our customers use PaintScout to estimate jobs, manage leads, collect payments, and organize their day-to-day operations.
When contractors are running their business, they need the software to work — and when something isn’t clear or isn’t working, they need help fast.
That’s where you come in.
We’re hiring a Customer Support Specialist to provide quick, accurate support to customers through live chat and ensure they can keep moving without interruption.
What This Role Is Really About
You’ll be the front line of support for PaintScout customers.
When someone has a question, runs into a problem, or isn’t sure what to do next, you’ll be there to help them solve it quickly and clearly.
This role is about speed, accuracy, and consistency.
It’s not a sales role and it’s not a coaching role.
Your job is to make sure customers get the help they need quickly so they can keep running their business.
What You’ll Be Doing
1. Live Chat Support
You’ll respond to incoming customer questions through chat.
That includes:
Monitoring and responding to live chat during assigned hours
Troubleshooting common questions and product issues
Guiding customers toward the correct workflows
Maintaining a clear, calm, professional tone in every conversation
2. Issue Resolution & Escalation
Most problems can be solved quickly — but sometimes they require deeper help.
You’ll:
Resolve common product and workflow questions independently
Identify bugs or unusual edge cases
Escalate issues clearly to the appropriate team when needed
Follow up to ensure the customer’s issue is fully resolved
3. Documentation & Knowledge Base
Great support depends on great documentation.
You’ll:
Use internal documentation and help articles to support responses
Flag gaps or outdated documentation when you see them
Help improve macros, FAQs, and internal playbooks over time
4. Customer Experience & Signal Detection
Support conversations often reveal important patterns.
You’ll:
Recognize when customers are confused, frustrated, or stuck
Tag conversations appropriately for tracking and reporting
Identify when a customer should be handed off to a Customer Success Coach for deeper support
What Success Looks Like
Customers:
Get fast responses
Get clear answers
Feel confident the issue is solved
Can continue working without disruption
Internally:
You resolve most issues on the first contact
Tickets are handled quickly and accurately
Escalations are clear and well documented
Your work is consistent and reliable
Customers should walk away thinking:
“PaintScout is easy to get help from.”
Who You Are
You’ll likely thrive in this role if:
You communicate clearly in writing
You’re good at solving problems quickly
You stay calm when customers are frustrated
You have strong attention to detail
You can learn software quickly and navigate it comfortably
This role rewards people who are organized, dependable, and precise.
What This Role Is (and Is Not)
This role is:
Execution-focused
Customer-facing with clear processes
About clarity, accuracy, and consistency
This role is not:
A coaching or relationship-management role
A sales or upsell position
An unstructured or improvisational role
Growth Opportunities
This role is a strong entry point into the Customer Experience team at PaintScout. People who perform well here often grow into roles such as Senior Support Specialist, Customer Success Coach, or other specialized positions within CX like QA or training. Advancement comes from consistently resolving issues well, communicating clearly with customers, and taking ownership of improving how the support team operates. As PaintScout continues to grow, there will be increasing opportunities to take on more responsibility and develop within the company
Why Join PaintScout?
Growing Calgary-based SaaS company
Tight-knit team working together in person
Clear expectations and real accountability
Opportunity to grow within Customer Experience
Competitive salary + performance incentives
This role is hybrid in-office in Calgary. We believe working together helps us move faster and support customers better.
Interested?
Apply with:
Your resume
A short note about why this role interests you
An example of a time you helped solve a difficult problem for a customer
If you like the idea of helping customers quickly get back to running their business, we’d love to hear from you.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
Casual dress
Company events
Dental care
Discounted or free food
Extended health care
On-site parking
Paid time off
Vision care
Work Location: Hybrid remote in Calgary, AB T2E 3H6
💡 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 Calgary 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.
