Customer Support Specialist

🕒 September 29

🇨🇦 Canada – Remote

💵 $65 - $75 / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 4%

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Modash

WebsiteLinkedInAll Job Openings

11 - 50 employees

👥 B2C

📣 Marketing

☁️ SaaS

B2C • Marketing • SaaS

Modash is a comprehensive influencer marketing platform that provides tools for discovering, analyzing, and managing influencer relationships. The company offers a range of features including influencer discovery, analytics, campaign tracking, and management. With Modash, brands can find targeted influencers across platforms like Instagram, TikTok, and YouTube, evaluate their audience demographics and performance metrics, and manage influencer campaigns effectively. Modash also offers seamless integration with Shopify, enabling brands to track promo codes and manage payments easily. The platform aims to simplify influencer marketing for consumer brands, helping them build powerful, data-driven influencer campaigns.

📋 Description

• Provide customer support through Intercom chat and email, with occasional live or asynchronous video • Advise customers on influencer marketing workflows and best practices • Guide customers through Modash features with clear, step-by-step instructions • Troubleshoot product issues by reproducing problems, asking follow-up questions, and guiding customers to solutions • Escalate bugs and issues with clear steps, examples, links, and impact • Update the Help Center and internal documentation • Contribute to customer communications during incidents • Identify patterns and share customer feedback to improve the product • Maintain fast first-response times, typically under two hours • Keep internal notes and handoffs clear • Continuously improve Help Center content based on customer tickets

🎯 Requirements

• 2+ years of experience in customer support, ideally in SaaS • Strong written and spoken English • Ability to explain complex things in simple words • Comfortable troubleshooting by reproducing issues, asking follow-up questions, and identifying root causes • Ownership of customer issues through resolution • Ability to work without a perfect playbook and improve processes • Organised case management and clear handoffs • Ability to remain calm under pressure and handle frustrated customers with care • Experience supporting influencer marketing or e-commerce tools (nice-to-have) • Experience with technical support topics including integrations, tracking, and APIs (nice-to-have) • Experience maintaining Help Center documentation and internal processes (nice-to-have) • Familiarity with Intercom, Notion, Stripe, FullStory, and Modash • Availability for 10am–6pm Eastern time, Monday–Friday, with some weekend flexibility

🏖️ Benefits

• Unlimited paid vacation time • Fully remote working • Personal development: courses, books, or conferences covered • Autonomy and flexibility to make decisions and take action quickly

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