Role Description As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers. Your role focuses on ensuring a seamless and positive customer experience by troubleshooting technical issues, providing thoughtful solutions, and guiding customers through the effective use of our products. Reporting to the General Manager - Mid Market, you will play a key role in maintaining and strengthening customer relationships, serving as a trusted resource for resolving support cases. - Be the first point of contact for inbound customer support requests — answering how-to questions, explaining product functionality, and providing walkthroughs or existing resources to help customers accomplish their goals. - Troubleshoot, investigate, and replicate customer-reported issues, and file well-documented bug reports with Engineering via JIRA when escalation is needed. - Connect with customers directly — whether through written correspondence or live video/voice calls — to work through more complex issues with care and clarity. - Advocate for customers by surfacing patterns and feedback to Product and Engineering teams, helping shape the direction of the platform. - Contribute to building and auditing customer-facing and internal resources, including knowledge base articles, Arcade walkthroughs, and self-service content — with real influence over what gets created. - Help customers through configuration and setup, deepening your own product knowledge in the process. - Work cross-functionally with Product, Engineering, and Design to resolve issues and improve the customer experience end-to-end. - Be part of building a support function that's still taking shape — there's a genuine opportunity here to help define processes, influence tooling decisions, and grow with the team. - Use a modern support stack including Salesforce, Zendesk (in progress), Slack, JIRA, Arcade, G-Suite, Sentry, Mailgun, and AI enablement tools like Claude. Qualifications - 3+ years in a technical support capacity — you've diagnosed and resolved software issues, worked with logs or session data, and know how to systematically investigate a problem rather than just pass it along; experience in SaaS is strongly preferred. - A customer-first mindset — you're genuinely invested in making customers feel heard, supported, and set up for success. - Strong written and verbal communication skills — you can translate technical concepts clearly for non-technical audiences, and your responses leave customers with answers, not follow-up questions. - Comfort with ambiguity — you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help shape one. - Curiosity and resourcefulness — you're willing to say "I don't know, but I'll find out," and you follow through every time. - Attention to detail — you handle customer issues thoroughly and keep records accurate and up to date. - Collaborative spirit — you work well across teams, take feedback well, and know when to loop in the right people. - Familiarity with CRM and support tools — experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must. - Familiarity with AI tools (ChatGPT, Claude, or similar) — you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better. Requirements - Timezone: Hire will be expected to work 9am-5pm EST during their training period. - Will be expected to work a later shift based on business needs which will likely be 11am-7pm EST or 12pm-8pm EST. - Startup or high-growth environment experience — you've worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the fly. - A bias toward action — when something's broken, you don't wait for someone to assign you a ticket; you dig in, flag it, and help move it forward. Benefits - We invest in and empower our team members with competitive compensation packages, well-deserved time off, and benefits to keep you and your family healthy! - The base salary range for this role is expected to be between $70,000 - $80,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. - If you have questions about compensation as we move through the process, we’re happy to discuss further. - Benefits depend on employment type (full-time, part-time, contract, etc). Things to Note - Background checks: Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. - Travel: Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description.