We’re a results focused, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our platform helps you grow smarter.
Earlier this year, Unbounce, a leading landing page creation and conversion optimization platform, merged with Insightly, a CRM and marketing automation platform.We’re beginning to move toward a unified brand, making it an exciting time to join and help shape our product strategy. In the meantime, you’ll get to know two powerful tools that simplify how marketing and sales teams collaborate.
Our team's technical expertise and creativity work together to drive our mission forward every day. We strive to be a workplace of inspired minds by fostering an environment where innovative thinking is encouraged, and where everyone is given the opportunity to grow and contribute to the achievement of their goals. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us!
About the Role:
We’re looking for a Technical Support Specialist to help us provide a best-in-class support experience to our customers. You will work on supporting the Unbounce App while partnering with internal teams to remove any barriers for the customers. In this role you will be part of the Customer Support Team and report directly to the Senior Manager, Partner & Technical Support.
This role will require availability to work an 8hr shift between 7am - 5pm PST Monday to Friday.
This role will require availability to work from 8:30am - 4:30pm PST during the onboarding period.
Deadline to submit applications will be January 17, 2025.
What you’ll be doing:
- Expertly support, understand, troubleshoot, and resolve customer needs using our technology and tooling, to ensure they have the best personalized and effortless experience possible.
- Help customers in real time on a variety of issues across email, chat, and phones
- Solve escalated technical issues via email (or outgoing phone calls when it improves the customer experience)
- Escalate appropriate issues to our Engineering and Product Teams and follow-up to ensure they’re being addressed in a timely fashion.
- Keep the Support Team and CS Department up to date on incidents, bugs, workarounds, and bug fixes via Slack and daily stand ups.
- Coach, mentor and share feedback. Conduct shadowing sessions with Unbouncers and perform conversational reviews.
- Own your growth through reflection, seeking feedback, consistently meeting or exceeding your KPI targets, performance management goal-setting, professional development time, and continued development conversations with your Manager.
A little bit about you:
- You are skilled in SaaS Customer Support and have 1-2 years of relevant experience. You thoroughly enjoy helping customers from start to finish.
- You have an understanding of customer service best practices and can apply them to your work helping customers.
- You have a strong understanding of technical support issues like the Unbounce page builder, stats discrepancies, and native/non-native integrations (ex. Google Analytics, Google Ads, integration partners) and a growing understanding of internet technology as it relates to digital marketing (e.g. web protocols, cookies, headers). You also have some knowledge of HTML, CSS, and Javascript with a desire to learn more.
- You are a confident multitasker and are comfortable switching from live channels to email and shifting from service-oriented issues to more technical issues as the need arises.
- You are a confident communicator who can leverage your technical and customer service skills together to explain more complicated issues in language that any customer can understand.
- You are committed to personal and professional development and look to build upon your knowledge and skills with growth, development, and learning.
What’s in it for you:
💵 Compensation range
- $54,250 - $67,626 CAD
🤝 Flexibility and Time Off
- Flexible Time Off Policy - We encourage a minimum of 4 weeks per year!
- Remote First Team
- Flexible Hours
- Work From Anywhere Program
🩺 Health and Wellness
- Health Insurance
- Employee Assistance Program (EAP)
- Quarterly Company Wide Recharge Days
- End of Year Company Wide Holiday Closure
- Maternity & Parental Leave Program
- **$2000 Lifestyle Spending Account (LSA)
🌱Growth & Future
- RRSP, 401(K), WWK Pension Personal Contributions
*Not employer matched - Volunteer Day
- Team Building Budget
- Referral Program ($1000)
- Annual Bonus Program
- Anniversary Milestone LSA Top Up
- Birthday Day Off
- Professional Development Budget
🌟And more perks!
* Please note that we currently do not have a legal entity set up to operate as an employer of record in Quebec. We thank you for your consideration but we are unable to accept candidates from Quebec at this time.
** These amounts will be prorated based on your start date.
We Value Individuality!
At Unbounce, we want every employee to be excited to bring their full, authentic self to work. When you bring your unique experiences, background, knowledge, perspective, and self-expression while embracing the same from others we learn from each other. We innovate and co-create an environment where team members can do the best work of their careers. We’re bolder and more brilliant together.
We’re dedicated to ensuring each team member feels a sense of belonging, feels safe, cared for, respected and valued for who they are, and trusts that their unique voice is heard, embraced, and meaningfully contributes to decision-making. We’re committed to equitable employee experience, opportunity, pay and support for every employee regardless of gender identity or expression, race, ethnicity, family or marital status, religion, socio-economic status, veteran status, national origin, age, sexual orientation, education, disability, or any other characteristic that makes you unique.
We have no tolerance for sexism, racism, xenophobia, homophobia, transphobia, ableism, ageism, or any other forms of hateful/harmful discrimination and we’re taking action against unequal pay in our community through leading the #PayUpforProgress movement.
If you require any accommodations or support during the recruitment process, please email us at [email protected].
