ContactMonkey

Role Description Join the Technical Support team, where you will be at the forefront of delivering exceptional customer service to clients worldwide. You'll join a dynamic Technical Support team dedicated to resolving issues quickly, accurately, and with empathy. Your role encompasses: - Answering product queries - Troubleshooting email delivery issues - Escalating complex concerns to the appropriate teams This position will be fully remote, covering the Pacific Time Zone. Your Impact - Delight Clients: Respond to client inquiries via Zendesk, resolving issues quickly, ensuring each interaction exceeds expectations. - Contribute to Team Excellence: Collaborate on process improvements, share insights, lessons learned, patterns in tickets, and innovate solutions that enhance the support experience. - Relationship Building: Friendly with a professional demeanor, ensuring that the customer's success is our success, and can easily build trust and positive rapport through helpful service. - Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency. Qualifications - You are a maven in customer support, driven by client satisfaction and product adoption. - You have at least 1 year of professional Technical Support, Customer Service, Implementation or Success experience, preferably in business end-user troubleshooting, and within a SaaS environment. - You are an excellent communicator, able to convey complex technical concepts into clear, actionable information. - You are quick on your feet, resourceful, tenacious, and leave no stone unturned when problem-solving independently. - You value accuracy and organization, ensuring tickets are updated well to fully capture client issues and resolutions. - You are patient, personable, and have a great sense of humor. How You Can Stand Out - You have experience managing and troubleshooting email platforms and external email sending, including Outlook and Gmail. - You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, etc. - You have experience with AI, able to effectively prompt, interpret, and humanize responses. - You are proficient with HTML and JSON analysis. Benefits - 100% employer-paid benefits + a Health Spending Account from day one. - Work from anywhere in the world for up to 4 weeks. - Stock option plan - own a piece of our success. - Generous vacation package to recharge and relax. - Personal development budget to fuel your growth. - One personal day and one volunteering day to give back to the community. - Your Birthday off—celebrate on us! - Five health days per year to stay at your best. Compensation & Work Details The base salary range for this role is $55,000 - $65,000 CAD. In addition to base salary, compensation is thoughtfully determined based on your experience, skill set, and alignment with our internal compensation framework and internal equity. This is a backfill position that will support the Pacific Time Zone and will be fully remote. Company Description Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. - Ranked by the Globe & Mail as one of Canada’s fastest-growing companies. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 50™ awards for revenue growth over the past four years. - Recognized in 2023, 2024 and 2025 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America. - Raised $55 million Series A financing in 2023.