Customer Support Specialist

Description:

Customer Support Specialist (Intercom, Jira)

Position Type: Permanent

No. of Positions: 1

Location: Greater Toronto Area (Hybrid)

Description

Are you passionate about solving real-world problems, supporting innovative technology, and making a meaningful impact on sustainability? We are scaling rapidly across North America to revolutionize how businesses manage energy, cut emissions, and embrace a greener future. As a Customer Support Specialist, you’ll be a foundational team member—owning the customer experience, providing product and service support, optimizing day-to-day operations, and directly supporting our mission to build a more energy-efficient world. If you're excited to work at the intersection of clean-tech, customer success, and operational excellence, this position might be for you.

Key Responsibilities

• Act as the primary point of contact for clients, providing prompt, accurate resolution for hardware/software issues.
• Maintain clear, well-documented client interactions using CRM and customer support platforms (e.g., Intercom).
• Coordinate with internal technical teams to manage the end-to-end issue resolution lifecycle.
• Liaise with third-party vendors and utility providers to ensure accurate energy data and client service continuity.
• Manage shipping and logistics of hardware devices, including inventory tracking and documentation.
• Perform regular data hygiene tasks across platforms such as HubSpot and ClickUp to ensure data integrity.
• Support the Operations Manager with ad-hoc tasks, including administrative, reporting, and internal process improvements

Qualifications

• Minimum three years in a customer support role, ideally in a startup or fast-paced environment.
• Strong written communication skills and comfort using support tools (CRM, help desk, workflow tools).
• Demonstrated ability to meet or exceed key customer metrics (FRT, TTR, CSAT).
• High attention to detail with a proactive, problem-solving attitude toward operational tasks.
• Passion for delivering excellent service and a high degree of empathy for client needs.
• Strong communication and analytical problem-solving skills.
• Background in engineering, energy management, manufacturing, or French proficiency is an asset