Customer Support Specialist

🕒 5 days ago

🇨🇦 Canada – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Bucketlist Rewards and Recognition

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

💼 Consulting

📣 Marketing

👥 HR Tech

Consulting • Marketing • HR Tech

Bucketlist Rewards and Recognition is a platform that provides tools for employee recognition and rewards. The company focuses on helping businesses strengthen company culture, boost morale, increase productivity, and retain talent by creating a customized recognition and rewards marketplace. Their offerings include personalized rewards, automated achievements, and various integrations with existing HR and messaging systems. Bucketlist Rewards serves businesses globally, offering solutions to recruit and retain top talent, motivate teams, and build thriving remote teams.

📋 Description

• Own incoming customer and employee inquiries across support channels • Provide timely, clear, and effective assistance within established SLAs • Achieve Customer Satisfaction Score (CSAT) and team/department KPIs • Manage support requests from initial investigation through resolution • Keep customers informed and ensure tickets progress • Stay current on product launches and improvements • Analyze customer product usage to identify support trends • Deliver the Customer Promise through journey ownership, proactive communication, and ease of escalation • Reproduce issues, investigate system behavior, identify root causes, and resolve technical issues • Use configuration changes, workarounds, or documented product defect reports to resolve issues • Investigate and resolve issues independently before escalating to Tier 2 when appropriate • Identify opportunities to improve support processes, documentation, and operational efficiency • Maintain and improve Help Center resources • Collaborate with cross-functional teams to implement improvements and streamline operations • Fulfill administrative and platform requests for internal teams within timelines and SLAs • Provide redemption team coverage as required • Assist with reward purchasing, redemption and vendor troubleshooting, and record keeping

🎯 Requirements

• 2+ years of direct experience supporting non-technical end users in a high-volume environment • Preferably SaaS customer support experience • Ability to diagnose root causes and clearly document issues for engineering • Ability to explain technical workflows to non-technical audiences • Active written and phone follow-up on support tickets • Strong organizational and prioritization skills • Ability to meet or exceed SLAs and KPIs • Experience using CRM tools, preferably HubSpot • Experience with support ticketing/helpdesk platforms • Ability to reside and work in Canada • Nice-to-have: basic terminal/command-line, SQL, and/or Python experience • Nice-to-have: Jira, Confluence, and/or Grafana experience • Nice-to-have: HRIS/SFTP system experience • Nice-to-have: experience using or implementing AI tools and solutions for support

🏖️ Benefits

• 100% remote work for anyone residing and able to work in Canada • Flexible paid time off in addition to paid vacation days • Comprehensive health, dental, vision care, EFAP and more • Annual additional paid day off • Annual money to spend on personal bucket-list items • Home office support • Learning and development funding • Growth opportunities • Rewards and recognition support