Role Description Kintsugi is revolutionizing sales tax compliance for modern businesses. Our AI-driven platform simplifies tax compliance for e-commerce, SaaS, and other growing companies, ensuring they stay compliant across multiple jurisdictions. As we scale, we're building a customer experience team that moves fast, knows the product cold, and genuinely cares about the people we serve. You'll be the first person our customers reach when something doesn't look right. This isn't a purely behind-the-screen role — alongside email, chat, and tickets, you'll regularly get on scheduled video calls with customers to diagnose issues together and walk them through solutions. Your job is to resolve issues quickly, communicate clearly, and make every interaction feel like it was handled by someone who actually knows what they're doing (because you will). You'll triage incoming tickets, resolve the ones you can, and escalate the rest with enough context that the next person can hit the ground running. This role is remote-friendly. What You'll Do - Serve as the first point of contact for customer support requests via email, chat, and ticketing systems. - Triage and resolve tier-1 issues including account setup, platform navigation, integration questions, and basic troubleshooting. - Schedule and lead video calls with customers to diagnose issues live, screen-share through fixes, and answer questions face-to-face. - Document issues clearly and escalate complex or recurring bugs to the L2 support or engineering team with full context. - Maintain and improve our internal knowledge base - if you had to look something up twice, it should become an article. - Track ticket volume, response times, and resolution rates; flag patterns that signal a product or documentation gap. - Partner with the customer experience team to support customers in their first 90 days when setup questions arise. - Troubleshoot integration issues across e-commerce and accounting platforms (Shopify, Stripe, QBO, NetSuite). - Deliver interactions that earn high CSAT scores and contribute to customer advocacy efforts. - Meet (and beat) SLA targets for response and resolution time. Qualifications - 2+ years in a customer support, help desk, or technical support role — SaaS experience preferred. - Clear, empathetic written communicator who can de-escalate a frustrated customer and explain a workaround in the same message. - Comfortable being on camera with customers - you can talk through a problem on a live call and screen-share a fix, not just handle it in writing. - Detail-oriented and process-driven — you follow up, you close the loop, you document what you learned. - Comfortable working in ticketing platforms (Zendesk, Intercom, DevRev, or similar). - Familiarity with sales tax, accounting, or fintech is a plus, but curiosity and a willingness to learn matters more. - Comfortable using AI assistants (e.g., Rovo, Claude, ChatGPT) as everyday productivity tools for drafting responses, summarizing tickets, pulling up documentation, and accelerating research rather than starting from scratch each time. - Calm under volume — you can prioritize a full queue without losing quality.

Role Description We are seeking a highly motivated, technically skilled, and analytically minded Tier-2 Support Manager to join the Bright Insights team - Bright Data's AI-powered eCommerce intelligence platform used by leading global brands, retailers, and marketplaces. In this role, you will serve as the escalation point for complex technical and product-related issues that go beyond Tier-1 capabilities. You will work closely with Tier-1 support agents, R&D, Product, Project managers, and Customer Success teams to diagnose, investigate, and resolve advanced issues - ensuring a seamless and high-quality experience for our clients. While you'll be part of a collaborative team, you must also be independent, responsible, and accountable in managing escalated customer inquiries and delivering timely, accurate resolutions. Strong analytical skills, professionalism, proactive problem-solving, and a deep understanding of data products are essential, as is the ability to quickly learn and apply technical knowledge in a fast-moving environment. - Serve as the escalation point for Tier-1 support managers, handling complex and unresolved issues related to the Bright Insights platform (dashboards, data pipelines, AI-driven insights, alerts, and APIs) - Independently investigate and reproduce product bugs, data discrepancies, and platform anomalies - and document findings clearly - Conduct root cause analysis on data accuracy issues, pipeline failures, and dashboard inconsistencies across eCommerce platforms and geographies - Collaborate closely with R&D, Product, and Data Engineering teams to triage, prioritize, and follow through on bug reports and feature gaps - Communicate technical findings and solutions clearly to customers and internal stakeholders via written and verbal channels (email, tickets, calls) - Create and maintain internal knowledge base articles, runbooks, and troubleshooting guides to improve team efficiency - Identify recurring issues and proactively surface them to Product and R&D to drive systemic improvements - Interact with clients across global markets, understanding their business context to provide the most relevant and actionable guidance - Commitment to solve client issues on time and SLA Qualifications - 3+ years of experience in a Tier-2 or similar technical support / customer-facing technical role - Working experience with SQL, Python, and Excel is a must - Strong analytical and investigative skills - ability to dig deep into data issues, logs, and platform behavior - Familiarity with online data analytics in areas such as travel, eCommerce, retail analytics, or digital shelf concepts (pricing, assortment, market share, SKU tracking) - a significant advantage - Proficiency with data tools - working with spreadsheets, dashboards, and/or BI platforms - Experience working with APIs - ability to read API documentation, test endpoints, and troubleshoot integration issues - Strong technical skills and orientation, including the ability to read technical documentation and troubleshoot complex issues independently - Excellent and effective spoken & written business communication skills in English - able to engage professionally with global enterprise clients - Customer oriented, accountable, organized, fast learner, with a quick delivery mentality - Experience with ticketing systems (e.g., Zendesk, Jira, Monday) - Ownership and “can do” attitude

Role Description Catalyst IQ is looking for a Temporary Digital Advertising Specialist to join our team. The role is to be a trusted resource and strategy driver on a subset of clients spanning multiple mediums. The role is responsible for maintenance and management of various campaigns, internal tools/systems, and service offerings. - Creation and ongoing management of digital advertising campaigns, including: - Budgeting and Bid Management - Ad copy/keyword/targeting updates - In-depth secondary/tertiary account updates (ie. RLSA, extensions, shared libraries, placements, etc.) - Analyzing data and acting upon it to improve account performance - Changes to keep up with the latest service offerings across Google, Facebook, Microsoft, and other advertising platforms - Changes to abide by client requests/needs/new services - Updates to campaigns from global account analysis - Cross team and client collaboration, including but not limited to: - Facilitating effective communication across internal teams to align strategy, share learnings, and accelerate decision making - Driving account planning through partnership with internal stakeholders and clients to ensure seamless strategy development and execution - Transforming data and cross-team insights into meaningful, actionable recommendations that support client goals - Act as a reliable training resource to other team members, including, but not limited to: - Facilitate development of newer team members - Act as both a reliable contributor and leader, understanding when it’s time to support and when it’s time to facilitate. - Other functions include: - Updating ad creative - Using internal tools for purposes of tracking/reporting and data-diving to increase overall account performance - Managing, maintaining, and developing internal tools, providing feedback and updates, and working across teams to improve performance/reliability Qualifications - Must be proficient with Microsoft Excel, Microsoft PowerPoint, and Microsoft Word - Must be proficient in spelling and grammar utilization - A strong mathematical background is strongly preferred - Must be comfortable working with large data sets - A keen attention to detail is strongly preferred - Ability to speak up/call out issues when they arise is strongly preferred - Ability to present reports/findings to clients is strongly preferred - Self-starter and proactive approach to their responsibilities is highly preferred Requirements - Bachelor's degree in a related field or equivalent job experience required - Minimum 2 years of working in Google ads, Microsoft ads, or Facebook ads required - Minimum 2 years working in GA4 required - Experience with data visualization software (Google Data Studio, Tableau) is strongly preferred - Less than 5% travel required

Role Description We are seeking an experienced Collision Performance Support Specialist to join our team. This is a fully remote position open to candidates anywhere in Canada. This role is responsible for onboarding new Licensee locations into the CSN network while providing operational guidance, coaching, and performance support to ensure successful integration into CSN systems, processes, and performance expectations. The successful candidate will be a highly organized, technology-savvy collision industry professional who thrives in a remote work environment and enjoys helping repair facilities improve operational performance. This individual will work closely with the Field Operations Team and other internal departments to ensure new Licensees receive the support, training, and guidance necessary to become successful CSN partners. Key Responsibilities - Lead the onboarding process for new CSN Licensee locations across Canada. - Guide new Licensees through CSN systems, operational processes, KPIs, and insurer program expectations. - Assess shop operations and identify opportunities to improve efficiency and performance. - Help establish operational workflows, best practices, and standard operating procedures. - Coordinate with internal CSN departments to ensure a seamless onboarding experience. - Transition fully onboarded Licensees to the appropriate Field Operations Manager for ongoing support. - Provide onboarding support to U.S. operations when required. - Provide coaching and operational support to newly onboarded Licensees. - Identify performance gaps and recommend practical solutions to improve shop performance. - Support continuous improvement initiatives focused on productivity, cycle time, repair quality, customer experience, and operational consistency. - Monitor progress through regular follow-up and performance tracking. - Build strong relationships with Licensees while acting as a trusted operational advisor. - Collaborate with the Programs & Services and Training teams to develop operational resources, tools, and best practices. - Provide operational feedback and performance updates to Field Operations leadership. - Support strategic initiatives and department projects as required. - Assist the Field Operations Team during periods of increased business demand. Qualifications - 5–8+ years of progressive experience within the collision repair industry is A MUST. - Thorough understanding of collision repair centre operations. - Hands-on experience using industry estimating platforms, including: - Mitchell - Audatex - Other collision management software - Strong understanding of: - Collision repair workflows - Production processes - KPIs - Repair planning - Cycle time - Customer experience - Insurer performance expectations - Excellent computer skills with the ability to quickly learn new systems and software. - Highly organized with exceptional attention to detail. - Strong analytical and problem-solving abilities. - Able to work independently while managing multiple priorities in a remote environment. - Excellent verbal and written communication skills. - Valid driver's licence. - Bilingual (English/French) is considered an asset. Requirements - Fully remote position open to candidates across Canada. - Standard working hours are 9:00 a.m. to 5:00 p.m. in the employee's local time zone. - Candidates must have a dedicated home office with reliable high-speed internet. - Must be comfortable working independently while collaborating virtually with internal teams across North America. - Strong computer proficiency and comfort using multiple systems simultaneously are essential. Benefits - Competitive base salary - Performance-based bonus program - Comprehensive benefits package - Fully remote work environment - Opportunities for professional development and career growth - A collaborative and supportive team culture