Customer Support Specialist

Customer Support Specialist 

WHO WE ARE

Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences.  Based in Vancouver, Canada we work with industry leaders in the sports, music & entertainment space including teams from the NBA, NHL, NFL and MLB, alongside Live Nation, BMG, Danny Wimmer Presents  and many more. 

WHO YOU ARE

You're a positive and solutions-oriented individual who thrives on meaningful interactions. Your adaptable nature enables you to build authentic relationships with both customers and peers, placing significant value on trust. Embracing challenges, you approach work with a proactive and problem-solving mentality.

You love to be a customer advocate and provide input to the product roadmap and growth plans.

THE ROLE

As our Customer Support Specialist, you will help maintain and improve our Customer Support Program including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date. You will support our partners with their product issues and help educate them on how to best use our technology to support their business goals. You will be responsible for addressing the needs of customers and ensuring customer satisfaction. This is an exciting opportunity to work with a startup that is undergoing growth; where you will have the opportunity to help expand our Support program from the ground up. You will report to the Director of Customer Success and Support. 

WHAT YOU’LL DO 

Master the Tradable Bits Product  

• Become a product expert in a range of Tradable Bits product offerings and deliver this information to customers in a clear and professional manner.
• Support customers with their product issues 
• Stay up-to-date on the latest product updates from the development team. 

Manage and Monitor Customer Support Tools

• Monitor the support inbox to triage, tag and close tickets accordingly 
• Help setup and monitor AI Chatbot automation and workflows
• Monitor Partner Slack channels and assist customers where needed.
• Generate and share reports with relevant stakeholders to help improve operational efficiency

Manage our Help Centre 

• Assist in the maintenance of the Tradable Help Centre. Working with the Product and Customer Success team, you’ll help us maximize customer adoption.
• Contribute to the development of written and video recording workflow updates to our Help Centre and internal Knowledge Base content. Helping to drive adoption and mentoring the broader team on use.
• Report on which Help Guides are getting the most traffic and using that data to educate Product and UX/UI designers about possible improvements in the product. 

Monitor our NPS and Customer Surveys 

• Triaging feedback from customers to the relevant stakeholders and identifying any at-risk behaviours.
• Help improve our CSAT surveys as our product and company evolve. 

SKILLS/QUALIFICATIONS

• 1-2 years experience in B2B Customer Support or Customer Success, ideally in SAAS or tech.
• CSS and javascript experience. 
• Organized, detail-oriented, and able to manage multiple projects while meeting deadlines.
• Strong problem-solving and analytical skills; using an organized and logical approach to find solutions to complex problems. 
• Excellent written and verbal communication; being able to engage with empathy and patience. 
• Professionalism, reliability, and tact in working with diverse stakeholders.
• A doer. You are proactive, curious, anticipate needs, and suggest actionable solutions.
• Comfortable learning new systems and technologies.
• Confidence, tact and entrepreneur-level independence. 

BONUS SKILLS/QUALIFICATIONS

• Previous experience working in a startup or hyper-growth environment
• CSS and Javascript Knowledge 
• Basic technical writing skills (making technical content easily digestible) 
• Knowledge of the sports, music or entertainment landscape 
• Familiarity with Slack, Google Suite, Open Project, Hubspot Service or other Customer Support tools

Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest for the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.