Title: Product Support Analyst - Accounting Location: Toronto, ON Type: Full Time - Permanent Workplace: remote Category: Customer Support Job Description: Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles! The Product Support Analyst provides high-quality customer support over the phone to our financial accounting, practice management applications, and templates end users. You will take ownership of customer issues throughout their life cycle until a timely resolution is provided. Duties also include minor testing of software, providing feedback, and performing other related projects as they arise. Your Mission: To provide 1st class Accounting Software Support service to each and every customer. Deliver effective, efficient, and complete resolutions consistently with professionalism and care as well as radiate team values and champion continuous learning initiatives. The role is completely remote and is available to all applicants residing and eligible to work in Canada. Foundational knowledge in accounting / financial statements is a hard requirement. This is a Existing vacancy This is a full-time, permanent position. This role is remote and open to candidates who reside in and are eligible to work in the Canada What you will be doing: - To understand Accounting software applications and troubleshoot issues/problems reported by the end-users - Effectively work in an inbound call queue and manage a high volume of calls and emails - Provide guidance in the use of the software application (i.e. installation, various functionalities and /or features) - Analyze client firm workflow and processes to apply Caseware products along with accounting - Knowledge in order to troubleshoot issues/problems reported by end-users - Maintain and update records of procedures and processes - Maintains client confidence and protects operations by keeping information confidential - Effectively and efficiently track issues using the internal ticket system - Perform minor testing of software, providing feedback and performing other related projects as they arise - Maintains historical records by documenting hardware and software changes and revisions - Continuously experiment with emerging AI tools relevant to the role to identify opportunities to improve processes through AI-enabled solution What you will bring: - 1-2 years of experience in a similar customer support B2B accounting/financial industry - Salesforce experience is an asset - Experience with using ticketing systems - You have an understanding of or exposure to accounting, assurance & tax principles - Achievement & resolution-oriented with a strong commitment to providing an exceptional customer service experience - You are able to analyze data, utilize problem-solving/troubleshooting skills, and provide the best possible solutions - Strong Independent learner - You are committed to continuous improvement and can demonstrate your ability as an independent learner within Fintech - You are able to maintain a high level of performance under the pressure of time restraints and a fast-paced, changing environment - You have excellent English communication skills (both verbal and written), French is an asset - Accurate and efficient keyboarding and data entry skills - An AI-first mindset, with a curiosity for emerging tools and a willingness to experiment with AI to improve day-to-day workflows and decision-making Salary Range: The annual base salary for this position is between $50,000 CAD and $60,000 CAD per year. This role is also eligible for discretionary bonus and/or commission, as well as other benefits. Actual pay within the listed range will be determined based on factors such as transferable skills, relevant experience, market conditions, and primary work location. The posted range is subject to change and may be updated periodically. What's in it for you: - Innovation is at our core. We work with cutting-edge technology in accounting and financial reporting, constantly pushing the boundaries to create impactful software solutions. - We are committed to a collaborative culture, where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team. - Work-life balance is important to us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance. - We offer competitive compensation, including a competitive salary and comprehensive benefits - We are driven by impactful work. Your contributions directly affect how our clients manage financial processes and drive their success. - Recognition and rewards matter to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career growth. - We embrace global opportunities. Work on international projects and collaborate with a diverse, global team. About Caseware: Caseware's cutting-edge software products are meticulously designed for accounting firms, corporations, and governments. Our teams are continually collaborating, innovating, and building upon our existing suite of products. With a customer-focused mindset, we are building technology that is shaping what the future of audits, financial reporting, and financial data analytics will look like. With a recent strategic investment from Hg Capital in 2020, Caseware is now in its next major growth phase as we double down on the people and products that have made Caseware so successful to date. One of Caseware's core values is Many Voices, One Team and with that in mind, we're dedicated to building teams as diverse as our customers in an equitable and inclusive way. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please e-mail our People Operations team. Background Check: Any candidates successful in obtaining an offer for a position will need to successfully complete a background check through Certn.co which typically includes an Identity Verification and Criminal Record Check. Executives and Senior Managers will undergo a Soft Credit Check as well. Candidates residing in the Netherlands and Germany are excluded from undergoing background checks via Certn.co Security and Fraud: Caseware takes the security of candidates seriously. All legitimate communication from us will come from email addresses ending in @caseware.com and our open positions are always listed on reputable job boards and on our website https://jobs.lever.co/caseware. We will NEVER ask for payment or financial information from you. If you receive an unsolicited job offer, proceed with extreme caution. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• Design, implement, and maintain an end-to-end product measurement framework that enables reliable assessment of member behavior, feature performance, and long-term product health. • Partner with product and data leaders to support the rollout and adoption of standard product metrics. • Deliver product dashboards that are adopted as the primary source of truth for product performance • Drive high-impact insights that directly influence product strategy, prioritization, and roadmap decisions, with measurable effects on engagement, retention, and monetization. • Improve experimentation quality within assigned product areas through sound test design, statistical analysis, and clear post-test interpretation. • Ensure analyses and experiments follow established methodologies and best practices. • Act as the analytical counterpart to product, proactively identifying risks and opportunities aligned with Feeld’s strategic goals.

Title: Senior Product Analyst Location: London England GB Job Description: At Feeld, we are creating a world where everyone is more intimately connected to each other and themselves. We are building an inclusive, human-centred product and are looking for a Senior Product Analyst to become part our remote team and our mission to elevate the human experience of sexuality and relationships. You will be responsible for setting the analytical direction for product decision-making at Feeld, ensuring product strategy is grounded in rigorous measurement, experimentation, and insight. To be right for this role, you should have advanced experimentation expertise within a product setting, statistical rigor and an analytical mindset. What you will do: - Design, implement, and maintain an end-to-end product measurement framework that enables reliable assessment of member behavior, feature performance, and long-term product health. - Partner with product and data leaders to support the rollout and adoption of standard product metrics. - Deliver product dashboards that are adopted as the primary source of truth for product performance - Drive high-impact insights that directly influence product strategy, prioritization, and roadmap decisions, with measurable effects on engagement, retention, and monetization. - Improve experimentation quality within assigned product areas through sound test design, statistical analysis, and clear post-test interpretation. - Ensure analyses and experiments follow established methodologies and best practices. - Act as the analytical counterpart to product, proactively identifying risks and opportunities aligned with Feeld’s strategic goals. Requirements About you: - You have experience designing and running experiments in a two-sided marketplace - You can build and analyze causal inference models and deploy advanced statistical methodologies when needed - You can implement efficient tracking and instrumentation to measure member’s behavior in the app - You understand network effects and marketplace theory - You are experienced with Amplitude, Snowflake, DBT, with one or more programming language under your belt (R, Python) - You have advanced analytical reasoning Benefits About us: Feeld is an independent, experimental and fully remote organisation reshaping the dialogue on dating and sexuality. The company was founded in 2014 and has evolved since to become the open, distributed structure it is now. We have a naturally agile and fluid culture. The whole team is fully remote, which means you work where and when helps you perform at your best. We regard autonomy highly and treat our organisation as a product – we iterate, improve and test things internally to see what works best for everyone. Our culture: We believe in creating a safe work environment through humanity, fluidity, safety, transparency and progressiveness. When hiring, we look for culture add rather than culture fit. Because we are a fully remote team, it’s especially important that we create an environment where our colleagues feel included and connected as humans. Diversity, equity, inclusion and belonging at Feeld: Feeld promotes open-mindedness, inclusion, diversity and kindness, both in the world and among our own workforce. We encourage and welcome applications from people with a history of marginalisation, whether because of race, gender expression or identity, sexual orientation, neurodivergence, national origin, disability (seen or unseen) or any confluence of intersectional identities. Our goal is a barrier-free application process and working environment. If you require further details or assistance or have any questions about this process, please let us know at hr@feeld.co. Compensation and perks: We are conscious of how our work and decisions impact other humans and the environment. We design our product and organisation with consideration for the wellbeing of our Members and colleagues. Feeld’s way of working is designed to proactively prevent burnout and an “always on” culture. We believe in technology and working environments that enable people to live a meaningful, fulfilled life. Therefore, we offer our staff: - Flexible working hours - Unlimited paid time off - A fully remote working situation - Home office budget - Learning & development budget - On demand therapy sessions and mental health support via Spill - In-person meet ups Our compensation system is one of the ways we work to uphold equity and inclusion at Feeld. Just as we strive to enable honest expression on our platform, we strive for openness of information within the organization. Internally, we keep decision-making transparent to keep each other accountable and make sure all voices are heard. That is why we offer a compensation system that is transparent, honest, and equitable. Additionally, we believe all humans deserve to earn a competitive wage, so we offer a Baseline Freedom Salary of £60,000 GBP per year for any role that indexes below £60,000 GBP per year. Estimated compensation for this role: - Total cash compensation for this role varies by geographic location. We estimate the market-competitive compensation range for this position to be between £90,000 - £110,000 GBP Our interview process: - Your first conversation with Feeld will be a screening call with our recruiter, where you’ll be able to ask - and receive answers - regarding any general questions you have and to confirm the role is a fit for what you’re seeking. - Your second conversation will connect you directly with the hiring manager for the role you’re applying to. Here, you’ll have a chance to ask more questions about the work you’ll be doing. This conversation will also focus on your past work experiences. - The next step for most of our roles is a candidate challenge. This is an evaluation of the skills relevant to be successful in this role and generally takes about an hour to complete. - Your third conversation allows you the opportunity to meet the team members you might be working with on a daily basis. Here, you’ll be able to ask questions about team processes, workflow, and the employee experience at Feeld. - We generally make an offer within 2 weeks of our final call, and offer a flexible start date that can begin as early as the next Monday after you sign our offer documentation. - Of note: all of our interviews are conducted remotely, and our interviewers will work with you to find an agreeable interview time based on mutual availability. We understand we're asking you to invest your time and best efforts in our process, and are appreciative of getting the chance to better know who you are as a person and candidate. In return, we’re committed to offering transparent communication and prompt feedback as you navigate this application with us. To find out more about Feeld, download our app (available on iOS and Android).

Role Description At Feeld, we are creating a world where everyone is more intimately connected to each other and themselves. We are building an inclusive, human-centred product and are looking for a Senior Product Analyst to become part of our remote team and our mission to elevate the human experience of sexuality and relationships. You will be responsible for setting the analytical direction for product decision-making at Feeld, ensuring product strategy is grounded in rigorous measurement, experimentation, and insight. What you will do: - Design, implement, and maintain an end-to-end product measurement framework that enables reliable assessment of member behavior, feature performance, and long-term product health. - Partner with product and data leaders to support the rollout and adoption of standard product metrics. - Deliver product dashboards that are adopted as the primary source of truth for product performance. - Drive high-impact insights that directly influence product strategy, prioritization, and roadmap decisions, with measurable effects on engagement, retention, and monetization. - Improve experimentation quality within assigned product areas through sound test design, statistical analysis, and clear post-test interpretation. - Ensure analyses and experiments follow established methodologies and best practices. - Act as the analytical counterpart to product, proactively identifying risks and opportunities aligned with Feeld’s strategic goals. Qualifications - You have experience designing and running experiments in a two-sided marketplace. - You can build and analyze causal inference models and deploy advanced statistical methodologies when needed. - You can implement efficient tracking and instrumentation to measure member’s behavior in the app. - You understand network effects and marketplace theory. - You are experienced with Amplitude, Snowflake, DBT, with one or more programming language under your belt (R, Python). - You have advanced analytical reasoning. Benefits - Flexible working hours. - Unlimited paid time off. - A fully remote working situation. - Home office budget. - Learning & development budget. - On demand therapy sessions and mental health support via Spill. - In-person meet ups. Compensation and perks We are conscious of how our work and decisions impact other humans and the environment. We design our product and organisation with consideration for the wellbeing of our Members and colleagues. Feeld’s way of working is designed to proactively prevent burnout and an “always on” culture. We believe in technology and working environments that enable people to live a meaningful, fulfilled life. Our compensation system is one of the ways we work to uphold equity and inclusion at Feeld. Just as we strive to enable honest expression on our platform, we strive for openness of information within the organization. Internally, we keep decision-making transparent to keep each other accountable and make sure all voices are heard. That is why we offer a compensation system that is transparent, honest, and equitable. Additionally, we believe all humans deserve to earn a competitive wage, so we offer a Baseline Freedom Salary of £60,000 GBP per year for any role that indexes below £60,000 GBP per year. Estimated compensation for this role: Total cash compensation for this role varies by geographic location. We estimate the market-competitive compensation range for this position to be between £90,000 - £110,000 GBP. Our interview process - Your first conversation with Feeld will be a screening call with our recruiter, where you’ll be able to ask - and receive answers - regarding any general questions you have and to confirm the role is a fit for what you’re seeking. - Your second conversation will connect you directly with the hiring manager for the role you’re applying to. Here, you’ll have a chance to ask more questions about the work you’ll be doing. This conversation will also focus on your past work experiences. - The next step for most of our roles is a candidate challenge. This is an evaluation of the skills relevant to be successful in this role and generally takes about an hour to complete. - Your third conversation allows you the opportunity to meet the team members you might be working with on a daily basis. Here, you’ll be able to ask questions about team processes, workflow, and the employee experience at Feeld. - We generally make an offer within 2 weeks of our final call, and offer a flexible start date that can begin as early as the next Monday after you sign our offer documentation. - Of note: all of our interviews are conducted remotely, and our interviewers will work with you to find an agreeable interview time based on mutual availability. - We understand we're asking you to invest your time and best efforts in our process, and are appreciative of getting the chance to better know who you are as a person and candidate. In return, we’re committed to offering transparent communication and prompt feedback as you navigate this application with us.