• The Customer Service Manager is responsible for managing the following functional teams: 1. Customer Support Team 2. System Administrators 3. Data Migration Team • Primary responsible to ensure timely and effective resolution of customer enquiries and issues. • This role involves overseeing day-to-day support operations, managing escalations, and maintaining performance standards in line with SLAs. • The Customer Service Manager will also be responsible for coaching and mentoring staff, delivering structured training programs, and driving continuous improvement initiatives across the support function. • They will work closely with cross-functional teams—such as Developers, Sales, and Customer Success—to ensure a consistent and seamless customer experience.

Role Description The Customer Support Automation Specialist is responsible for delivering measurable improvements in self-service and case deflection rates by optimizing our AI chatbot. Success in this role is critical to achieving our customer experience goals and reducing friction for customers. This position focuses on analyzing AI-powered insights and chatbot interactions to design workflows that increase resolution rates, while partnering with the Knowledge Content Specialist to ensure Help Center content supports these outcomes. - Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive quantified gains in case deflection and customer satisfaction. - Review chatbot conversations in Forethought AI to design and implement new workflows, including those integrated with MCP agents, that significantly improve chatbot self-service rates. - Leverage AI, including automation gap dashboards and self-built analysis automations, to systematically prioritize workflows with the highest potential impact. - Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows. - Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. - Edit technical, topic-based knowledge articles that enable self-service. - Optimize self-help content based on customer feedback and AI-driven recommendations. - Evangelize and maintain voice and style consistency across all customer-facing content. - Promote a culture of knowledge sharing and continuous learning within the organization. - Report on chatbot performance metrics, highlighting impact and opportunities for improvement. Qualifications - 2 years managing AI chatbot performance in a SaaS environment. - Proven success with Forethought AI or comparable conversational AI tools (Intercom Fin, Ada, etc.). - A track record of quantified improvements driven through AI optimization — you can name specific metrics you moved and how. - Excellent writing and communication skills. - Strong project management and problem-solving abilities. - Ability to communicate complex information clearly and effectively. - Demonstrated ability to work independently and collaboratively across teams. - Attention to detail and a high degree of accuracy. Requirements - The expected base salary range for this position is $80,000 - $85,000 USD annually. Benefits - Comprehensive health coverage. - Competitive retirement. - Generous PTO and parental leave. - Flexible work options. - Meaningful investment in your professional development.

Role Description As a Tech Support Specialist, you will be responsible for providing efficient, quality tech support to our customers. This is a frontline call center and chat role where you will troubleshoot technology, computer hardware, and software-related issues for external customers. You will recommend timely, intelligent service paths to customers and be responsible for selling and sharing the value of services including service subscriptions. - Handle inbound and outbound contacts, delivering technical support services for external customers. - Handle inbound remote connections, delivering technical support services for external customers. - Assist customers in connecting to the remote platform. - Actively engage in service solutions sales, recommending company products and services. - Check for payment and subscription validation in customer accounts. - Diagnose technical issues using a systematic listening and probing approach. - Consult internal tools, databases, manuals, and internal resources for information on resolution procedures. - Initiate dispatch procedures for hardware pickup/shipment as appropriate for limited product lines. - Support frontline operations, including but not limited to handling/creating technical support tickets, initializing service tickets of different types using approved systems and processes, and triaging inbound contacts across multiple service paths. - Leverage all available support channels, resources, and platforms to enhance customer experience and productivity. - Warmly transfer customers to the appropriate team to efficiently complete services. - Conduct administrative tasks in various technical platforms (ETS, Ring Central, Beyond Trust, etc.). Qualifications - Degree, diploma, or certificate in technical or networking field. - A+ certification preferred. - Advanced technical troubleshooting skills and ability to resolve complex technical issues. - Advanced knowledge of technology & operating systems (Windows, MacOS, Chrome OS, iOS, Android). - Verifiable and demonstrated skill in performing services/upgrades to all types of computers. - Bilingual in French and English. - 5+ years in a technical field with a focus on repairs and troubleshooting. - 3+ years in a customer service environment. - Demonstrated experience in managed devices and networking support. Benefits - Associate discount - Health and Dental benefits - RRSP/DPSP - Learning & Development programs - And more… Company Description

• Provide customer support in Danish for clients. • Collaborate with the international team. • Address customer inquiries and resolve issues. • Report to team leaders and participate in training.