Customer Success Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

This role is for someone located in the PST time zone in Canada; please only apply if you are located in the PST time zone in Canada. You’ll start between 8:30am - 9 AM in the PST time zone.

Commerce7, part of the Fullsteam organization, is a Vancouver-based software startup that enables wineries around the world, regardless of size, to succeed by empowering them with the digital tools needed to create customer-centric shopping experiences. Wineries use our software to sell through all direct-to-consumer sales channels including eCommerce, point of sale, reservations, and wine club subscriptions.

Over the past 6 years, we’ve grown to serve over 1700 wineries across 8 different countries ranging in size from mom and pop operations to multinational enterprises.

Are you driven to empower others to succeed? Love sharing and guiding people through a great product? Interested in joining a rapidly growing tech company? We’d love to hear from you!

As a Customer Success Specialist, you’ll be empowering and supporting customers with the knowledge and best practices they need to grow their business. Through the creation of documentation and by communicating through our ticketing system, you’ll be answering questions, solving problems, and guiding clients towards making better decisions. You’ll become an expert at using our platform and will be instrumental in the success of our clients.

Primary Responsibilities:

• Answer support tickets through Hubspot and ensure customer questions and problems are addressed efficiently and effectively.
• Educate our clients on best practices to help them grow their business and be successful.
• Create help articles in HubSpot to grow our knowledge base.
• Identify, reproduce, and document bugs for the development team to address.
• Work closely with our development team to understand, document, and effectively communicate new features and updates to our customers.
• Liaise with our development team on making continuous improvements to the platform UI, making it simpler for our clients to use.
• Occasionally jump on a video conference call to discuss and walk through complicated customer issues.

Skills & Competencies:
To be successful in this role, you must:

• Have excellent written and verbal communication skills so you can clearly explain solutions to customers and issues to the development team.
• Be an independent problem solver. You do not give up when you don’t know the answer immediately and are able to work through problems creatively.
• Be a team player. You understand when it is necessary to loop in senior staff members for assistance and you’re humble enough to ask for help when needed.
• Be technically savvy and constantly stay up to date by learning all the nuances of our platform.
• Have a strong positive attitude and perform well under pressure.
• Be able to handle stubborn or difficult customers including disgruntled customers, those who do not take “no” for an answer, and those who aren’t tech savvy.

Minimum Qualifications:

• Have worked in a SaaS business before.
• Have experience in an online customer facing role.
• Have experience working remotely.
• Have technical experience or coding skills.
   

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.