Customer Success Advisor

Accountabilities:

Respond to incoming customer inquiries through multiple communication channels, including live chat, email, and phone.
Diagnose customer issues and provide practical technical and business solutions through chat, email, phone, and video calls.
Act as a trusted customer advisor, helping clients make informed decisions and adopt solutions that support their business objectives.
Investigate technical issues thoroughly, identify root causes, and resolve problems independently whenever possible before escalating to engineering teams.
Document and report product bugs, ensuring engineering teams receive accurate information and detailed reproduction steps to facilitate efficient resolution.
Capture customer experiences, feedback, and business challenges to inform product improvements and future feature development.
Submit feature requests on behalf of customers and communicate their needs effectively to internal stakeholders.
Contribute to the creation, maintenance, and accuracy of knowledge base articles and customer support documentation.
Monitor AI-powered customer support responses to ensure accuracy, relevance, and consistency with established service standards.
Maintain high customer satisfaction and experience scores, while supporting customer loyalty and retention.
Monitor and achieve key performance indicators, including CSAT, Customer Experience (CX) scores, Net Promoter Score (NPS), initial response times, ticket resolution times, knowledge base accuracy, and customer churn.
Collaborate with customer success leadership to establish professional development goals and actively manage your career progression.
Support additional customer success activities as needed, including occasional work outside standard business hours.
Requirements:
At least 2 years of professional experience in a SaaS environment, customer success, technical support, or a similar customer-facing role.
Strong technical aptitude and enthusiasm for learning new technologies, software platforms, and digital tools.
Exceptional verbal and written communication skills, with the ability to explain technical concepts and business solutions clearly.
A customer-first mindset, with a genuine passion for helping clients, building relationships, and delivering outstanding service.
Strong analytical and troubleshooting abilities, including experience investigating technical issues, identifying root causes, and developing creative solutions.
Ability to work independently, take ownership of customer requests, and manage priorities effectively in a remote working environment.
Excellent interpersonal skills and the ability to build strong professional relationships with remote colleagues and cross-functional teams.
A proactive, accountable, and solutions-oriented approach, with the confidence to challenge existing processes and recommend better ways of working.
Availability to work regular business hours, approximately 9 a.m. to 5 p.m., aligned with Pacific or Mountain Time.
Previous experience in the hospitality industry is considered a strong advantage, particularly in hotel operations, banquets, front desk, group reservations, hotel sales, or catering.
Experience with customer support platforms, ticket management systems, or knowledge base tools is an asset.
Benefits:
Competitive salary: Annual compensation ranging from CAD $55,000 to $65,000, depending on experience, skills, and qualifications.
Remote flexibility: Work from home anywhere in Canada, provided you are based in a Pacific or Mountain Time Zone.
Health and dental coverage: Access to healthcare and dental benefits.
Collaborative environment: Join a supportive, high-performing customer success team that values teamwork, integrity, and mutual support.
Professional growth: Work with leadership to develop a personalized career progression plan and pursue your professional ambitions.
Learning opportunities: Develop your technical expertise and customer success skills within a growing SaaS technology environment.
Meaningful contribution: Have a direct impact on customer satisfaction, product development, and the company's continued growth.
Growth and innovation: Be part of a fast-growing technology business where you can contribute to building and shaping a successful company.