Customer Support Representative

About Blue J

Blue J is a premier generative AI company specializing in tax solutions, positioned as one of Canada’s fastest-growing AI firms. Based in Toronto, the company develops advanced tax research software designed to help accountants quickly and accurately resolve complex tax issues with confidence. Supported by a $122 million USD Series D funding, Blue J is expanding across North America and the UK, using AI innovation combined with tax expertise to enhance decision-making and efficiency.

Work Environment and Schedule

This full-time remote role is based in Vancouver, British Columbia. Candidates must be authorized to work in Canada. Office gatherings in Toronto are held quarterly for team-wide meetings. The standard working hours are Monday to Friday, 12 PM to 8 PM Eastern Time (9 AM to 5 PM Pacific Time), ensuring comprehensive team coverage and alignment.

Role Overview

As a Customer Support Representative on the Customer Success and Revenue teams, you will serve as a key liaison for customers learning to utilize Blue J products. Your responsibilities include timely resolution of customer inquiries, conducting onboarding and training sessions, and managing customer communications professionally. This role is ideal for individuals launching their careers with a passion for problem-solving and exceptional customer service.

You will prioritize support requests, organize work effectively, and collaborate with your team to highlight customer needs and opportunities. Developing expertise in the product and contributing to client account retention are central to this position, with pathways for growth as the company scales.

Key Responsibilities

• Assess and prioritize customer support tickets based on urgency and service level tiers.
• Refine support processes to enhance operational efficiency and customer satisfaction.
• Provide professional, timely responses to customer questions and concerns.
• Conduct training sessions to educate customers on Blue J’s platforms to maximize their value.
• Maintain well-documented work processes to identify accounts with elevated support needs and inform product enhancements.
• Collaborate closely with customer success to track account indicators and growth opportunities from support interactions.
• Develop thorough knowledge of Blue J’s products to effectively handle customer inquiries.

Candidate Profile

• Entry-level to three years of experience in roles such as customer success, account management, or sales.
• Exceptional oral and written communication skills including presentations.
• Customer-facing experience is vital; prior SaaS exposure is a plus though transferable skills from hospitality or retail are valued.
• Demonstrated organizational ability to manage diverse tasks with varying priorities.
• Team-oriented with the capacity to thrive within a close-knit work group.
• Strong analytical, project management, and organizational capabilities.
• Bachelor’s degree or equivalent experience, particularly in essay-based fields such as Philosophy, Political Science, or Women’s Studies, though all backgrounds are welcome.

Compensation and Benefits

Blue J offers a competitive annual salary ranging from CA$60,000 to CA$75,000, with final compensation reflecting experience, skills, and role alignment. The compensation package includes stock options, flexible remote work options, and quarterly in-person meetings in Toronto. Blue J provides a comprehensive benefits program focused on supporting employees’ work-life balance and well-being.

Company Culture and Values

• Customer-centric approach
• Putting team interests above individual goals
• Maintaining a friendly and playful atmosphere
• Openness to innovative ideas
• Reliability in delivering commitments
• Solving complex challenges

Hiring Process

Applicants can expect a multi-step interview process beginning with an initial discussion with the Talent Acquisition Manager, followed by conversations with the Customer Support Manager and Director of Customer Success involving technical discussions and live support scenarios, concluding with a final meeting with the CEO.

Blue J commits to an inclusive hiring process and encourages candidates from diverse backgrounds. Reasonable accommodations are available throughout recruitment upon request.

The company uses AI tools to streamline application sorting but emphasizes all hiring decisions are human-made.