Associate Customer Care Agent

Staffbase is looking for an Associate Customer Care Agent. In this role, you will mainly focus on supporting our customers with all kinds of inquiries to ensure the customers’ ongoing satisfaction. With your deep product knowledge, you will be in direct contact with our customers and other internal teams, primarily with Development and Customer Success Management departments.  

To support our customers as best as possible, we are looking for colleagues who are open to work from 8am - 4pm Central Time, Monday to Friday. 

What you’ll be doing

• Provide outstanding customer service mainly via email, phone, and in the future, also live chat 
• Answer general queries, after-sales requests, product, and technical inquiries
• Take ownership of the support tickets and be responsible for funneling them through all process stages until you find the perfect solution
• Investigate potential bugs and errors, escalate if necessary, and inform other parts of the team continuously 
• Reaching out proactively to customers who might face an issue to inform them about it

What you need to be successful

• Experience in a customer support role with an ability to talk to customers via phone, email, and live chat
• Working experience in a customer-facing role, and you enjoy interacting with customers on a day-to-day basis
• You are able to communicate on a high level with customers and internal stakeholders, e.g., Sales, Development, and Account Management
• General understanding of how HTML/CSS works
• Excellent communication skills
• You are a motivated team player with passion, humor, and enthusiasm, who enjoys working in an international and diverse environment
• You are a tech and smartphone-savvy person
• Experience with a ticket system (e.g. Zendesk) and live-chat system (e.g. Intercom) is a big plus

What you'll get

• Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Support - we’re offering a RRSP plan with company match and health plans, including dental & vision as well as competitive Paid Parental Leave to support new parents
• Volunteer Day - you’ll get one day off per year for supporting a social project

In compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $50,000 - $54,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).

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