Customer Support Associate (SaaS in HR Space)
AirMason Inc
Toronto, ON, CA
3d ago

Who are we?Founded in 2016, AirMason is an HR SaaS startup based out of downtown Toronto. We are reimagining the next generation of the employee engagement stack, starting with employee handbooks.

We have served more than 6,000 clients - creating 2,500 digital handbooks in the past year alone. Who are we looking for?

As we enter the next phase of growth at AirMason, we are looking for a Customer Support Associate to join our small, but fast-growing team.

An ideal candidate must : - Possess empathy- Be comfortable with new technologies and tools- Be a problem solverA bit about you : Obsessed with maintaining excellent customer relationships, you strive to ensure that your clients have a smooth experience and gain maximum value.

You possess and exercise empathy and find joy in helping others. You love the rush you get from working in a close-knit, fast-paced environment.

You are comfortable using client support tools and aren't afraid to get creative when it comes to solving problems.Our principles and values : 1.

Refuse the interruption (i.e., ASAP) culture 2. Believe in the right to disconnect3. Tranquility at work4. Love the state of flow5.

Quality of work is the holy grail 6. Respect and love for people who take risks ResponsibilitiesYour Role- Onboarding new clients : when a new client signs up, your job is to set them up for success on the AirMason platform.

Run them through all the features, find out their goals with the platform and guide them towards success.- Proactive support : proactively find ways to provide clients value and help the product and development team improve the product by sharing client insights and feedback.

  • Reactive support : as our client roster grows, sometimes things break. You'll need to be equipped with the right answers to help alleviate customer grievances.
  • Cultivate positive customer relationships : by always going above and beyond, and actually getting to know our clients on a personal level.
  • Customer advocacy : always be on the lookout to identify and support clients who will advocate for AirMason (testimonials, partnerships, interviews etc.
  • QualificationsIdeal person for this job : - 1-2+ years experience in customer support or account management, preferably with SaaS- Displays empathy and is a problem solver at heart- Experience in cross-functional team environments- Very comfortable with technology;
  • Intercom & Zendesk experience is an asset- Willing to go above and beyond for clients*We are willing to consider applicants who lack traditional experience, but can make a good case for why they'd be a bit for the role.

    Tools we currently use for client support : - Intercom- Zendesk SkillsCustomer Insight, Digital, Engagement, Intercom, Support, Zendesk, custome supportArrayAbout AirMason IncFounded in 2016, AirMason is an HR SaaS startup based out of downtown Toronto.

    We are reimagining the next generation of the employee engagement stack, starting with employee handbooks. We have served more than 6,000 clients - creating 2,500 digital handbooks in the past year alone.

    Other InformationPerks : - Work from home whenever you need to - Work remotely while traveling the world; up to two months at a time- Bring your pet to work - 100% benefits covered; up to $2,000 per year

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