Customer Support Specialist, Toronto

Employment: Full-time Experience: Associate Hi! I'm Donna , the Support Lead at Modash. I'm looking for a Customer Support Specialist to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know. Background & reason for hiring Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience in the multiverse . You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast. We’re hiring a new Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows. Your team is spread across Europe and North America: I am based in Ireland, Lauren is based in Canada, and Martine is based in Estonia. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for. Scope of the role & what you'll actually do Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash . You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases. Give practical advice on influencer marketing workflows and best practices. Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance) Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to a solution Escalate bugs/issues with strong context (clear steps, examples, links, impact) Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion.⁠⁠ Contribute to customer communication during incidents (e.g., banners/updates) when needed.⁠⁠ Spot patterns and share customer feedback so we continuously build a better product What success looks like We’ll align on targets together, but success in this role usually looks like: Strong first response time ~ under 2 hours.⁠⁠ Consistently solve the real problem (not just close the ticket). Clean internal notes and handoffs, so anyone can pick up the case. Help Center improvements shipped continuously based on real tickets.⁠ Requirements You have 2+ years of experience in customer support (ideally in SaaS). Your English is strong, both written and spoken. You write clearly and kindly. You can explain complex things in simple words. You’re comfortable troubleshooting: reproducing issues, asking good follow-up questions, and narrowing down the real cause. You take ownership. You don’t drop threads, and you keep customers updated until the issue is resolved. You can work without a perfect playbook. When something is unclear, you ask for help, figure it out, and help improve the process for next time. You’re organised. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs. You stay calm under pressure and handle frustrated customers with care. Nice-to-haves Experience supporting influencer marketing or e-commerce tools. Experience with technical support topics (integrations, tracking, APIs). Experience making/helping maintain Help Center docs and internal processes.⁠ The tools you'll use Intercom → primary support tool and customer comms hub Notion → our internal knowledge base for everything Modash Stripe → subscriptions, payments, and invoices FullStory → session replays for debugging and understanding customer behaviour Modash → reproduce customer issues, check account settings, and guide customers through features step-by-step Working hours / schedule Your typical schedule will be 10am–6pm Eastern time, Monday - Friday, with some weekend flexibility depending on coverage needs. Benefits Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life. Fully remote working . As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works. Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it. Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies. A little bit more about us... Founded in 2018 by a high-school dropout and a Canadian (yes, we’re also shocked it’s going so well), Modash is building a suite of tools that help brands scale partnerships with online content creators. 2,700+ companies like Stanley 1913, Sennheiser, and NordVPN already use Modash to manage and scale their influencer marketing work. And we're just getting started. Over the coming decade, brand investment in creators will continue to boom, and Modash will be at the centre of it all. Modash is here to stay. We have 8-figures in ARR across two products, a $12M series A investment , and we are default alive. We are building a company that will still be here in 20 years; not rushing towards an exit. We’re almost 100 people distributed across 20+ countries, operating with a fast, async-first culture. If you join Modash, you’ll be surrounded by people who truly want to be the greatest at their craft. People who make you better. Interesting people too, who have done everything from building solar cars, to hanging out with Metallica and Bon Jovi. Come join us. Be great, do great things, create great memories, all while making a great impact. Do it.