7shifts

As the Customer Support Representative at 7shifts, you'll be a key driver of the satisfaction and retention of our customers by helping them unlock the full value of our platform. As the first point of contact for customers via chat, email, and phone, you'll provide personalized, empathetic, and solution-focused support and serve as a key contributor to the success of 7shifts.

We're building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply. 

We currently offer two different shifts during the week, Sunday to Thursday and Tuesday-Saturday. Please note that the working schedule is subject to change depending on business needs. If a change is needed, there will be adequate notice and communication.

What you'll do:

• Act as the first point of contact with 7shifts customers via chat, email, and phone channels to effectively troubleshoot and problem-solve concerns 
• Educate customers on basic product training, including developing training materials and videos that help new customers use 7shifts to its fullest potential 
• Identify new ways customers can benefit from the product, understand their business challenges, and find creative solutions to their problems
• Proactively track requests and commonly occurring issues, identifying and reporting software bugs to the appropriate teams 
• Collaborate closely with the Support team by actively participating in team meetings and discussions 

What you bring:

• 1-2 years of experience in a technical customer support role (or similar)
• Strong written and verbal communication skills - you will be the first point of contact for customers and being able to communicate clearly and effectively address customer questions and concerns is key
• Experience working or interacting with various web and mobile apps with the ability to effectively troubleshoot customer issues
• A resourceful and resilient approach to problem-solving, using available tools and keen attention to detail to find the best solutions
• The ability to learn quickly and stay up to date on new features and product releases, adapting to current offerings to effectively assist customers
• Curiosity to learn and tackle new challenges, with a commitment to owning customer interactions-ensuring thorough investigation, effective troubleshooting, clear communication, and proactive education for both customers and internal teams
• The ability to understand the customers' perspective and address their needs with empathy and efficiency 

It'd be even cooler if you had:

• Experience working in the Support function of a SaaS company
• Experience supporting a US Payroll software
• Experience working in the restaurant industry
• Fluency in Spanish or French

This role is an existing vacancy and is part of our current hiring plan.

Compensation

The base compensation range for this position is CAD $50,000 - CAD $75,000. This range reflects the full growth path for the role, from building core skills, to accomplished performance, through to role mastery. For this role, we typically target the building core skills level when hiring externally. At this level, individuals are developing foundational skills, building confidence through hands-on experience, and learning how to consistently deliver impact in the role.

Compensation at 7shifts is performance and growth driven. As you develop your skills and expand your impact over time, your compensation grows with you. Your specific placement within this range is based on your job-related skills, knowledge, and experience, as well as our internal equity assessment. We are always happy to discuss our approach throughout the hiring process.