Customer Support Agent Tier 1

Overview

This opportunity is being shared on behalf of a partner employer that will handle applications and all follow-up steps. The hiring company is seeking a Customer Support Agent Tier 1 located in Canada.

You will join a remote-first team that supports a leading SaaS platform serving a global B2B market. In this role, you will be the first person customers connect with, helping them resolve technical problems, understand the product, and get more value from the platform. The position also involves strengthening your product knowledge, working with Product and Engineering, and contributing to continuous improvements. It is a strong fit for someone who enjoys troubleshooting, learning new things, and working in a collaborative environment that moves quickly and offers room to grow.

Key Responsibilities

• Respond to customer questions promptly and professionally through chat, email, and phone.
• Investigate technical and functional concerns and guide users through product features and everyday issues.
• Develop strong product knowledge so you can give precise support and help customers use the platform effectively.
• Record solutions, keep internal help materials current, and help expand the knowledge base.
• Spot bugs, file issues, and work closely with Product and Engineering to improve the overall customer experience.
• Pass difficult technical cases to the right teams when needed, while keeping communication clear and follow-up on track.
• Keep up with product releases, new features, and best practices to raise support quality over time.
• Explain technical topics in simple, clear language that is easy for customers to understand.

Requirements

• Prior experience supporting customers or troubleshooting technical issues in a SaaS environment.
• Strong analytical thinking and a genuine interest in helping customers succeed.
• Excellent English communication skills, both written and spoken.
• Spanish or Portuguese language ability is a plus.
• Experience with tools such as Slack, Jira, Intercom, and Confluence is helpful, or a willingness to learn them quickly.
• Basic understanding of HTML and the ability to interpret technical logs is preferred.
• A background in Computer Science, Engineering, Web Development, or another technical discipline is an advantage.
• Curiosity, flexibility, and a strong desire to keep learning about products, technology, and the industry.
• Comfort working independently in a remote-first setting that is fast-paced and highly collaborative.

Benefits

• Work fully remotely from anywhere.
• Receive a competitive salary aligned with experience.
• Join on a full-time, permanent contract.
• Get structured onboarding, training, and ongoing mentorship.
• Access clear growth paths toward more senior roles.
• Benefit from English classes and support for professional development.
• Receive financial help for technical certifications and continued learning.
• Work in a collaborative, inclusive culture that welcomes innovation and fresh ideas.
• Be part of an international remote-first team with flexible work arrangements.

Additional Information

The hiring process uses an AI-assisted matching system to review applications quickly and fairly against the role’s core requirements. Top-matching candidates are shortlisted and forwarded to the employer, while the final decision, interviews, and assessments are managed by the employer’s internal team.

Privacy Notice

By applying, you agree that the recruiting platform may process your personal data to assess your candidacy and share relevant details with the employer. This is done under applicable data protection laws, including GDPR, and you may exercise your rights such as access, correction, deletion, and objection at any time.

AI tools may be used to support parts of the hiring workflow, such as reviewing applications, analyzing resumes, or checking responses for potential inconsistencies. These tools assist recruiters but do not replace human judgment, and the final hiring decision is made by people. You can contact the company for more information about how your data is handled.