Customer Care - Tier 1 (Insightly)

About the role:

Our purpose in Customer Experience is to help our customers grow smarter and make their experience effortless.

We’re looking for committed team players who prioritize seamless customer experiences. In this role, you’ll provide support across multiple channels, always tailored to individual customer needs and company goals. Whether you're enhancing satisfaction or driving product adoption through our freemium and direct sales avenues, your focus will be on both customer and business success. As an adaptable and proactive team member, you’ll help foster ongoing engagement with the Insightly CRM platform, ensuring smooth experiences at every touchpoint. If you're equally passionate about customer satisfaction and technological innovation, this is your opportunity to lead in delivering exceptional support. From personalized assistance to product guidance, you’ll play a key role in ensuring customer satisfaction and increasing adoption.

Please note: The standard work schedule for this role is typically Monday to Friday; however, there may be occasional requirements to work on *holidays, or at different times from your usual shift. This flexibility is necessary to prioritize our department's primary objective of providing support to our customers as promised across various channels.

*As a remote company, we acknowledge that employees may work from locations with differing regulations and holidays that may affect their availability. We're dedicated to accommodating these differences, fostering a flexible work environment that respects individual circumstances and local laws.

**Our Talent Acquisition team will not reach out to you through channels like WhatsApp or text or Messenger. All communication will be through official Unbounce email domains. Please double check the correct spelling in domains of any email communication you receive representing Unbounce.

What you'll be doing:

Customer Support Excellence

• Deliver responsive, empathetic support across multiple channels to help customers get the most out of the Insightly CRM platform.
• Troubleshoot a variety of technical issues, simplify complex topics, and guide users toward effective solutions that drive satisfaction and long-term adoption.
• Listen carefully to customer needs, document details thoroughly, and escalate with urgency when needed.
• Communicate clearly and professionally in both written and verbal interactions to ensure a consistently positive experience.

Technical Proficiency & Tool Familiarity

• Apply your strong technical troubleshooting skills and comfort with cloud-based tools to solve problems efficiently.
• Use ticket-based support systems and Google Apps for Business to manage workflow and track interactions.
• Confidently operate in both Mac and Windows environments.
• Bonus: Familiarity with SQL, HTML, Java, or JavaScript is appreciated but not required.

Continuous Improvement and Teamwork

• Contribute to shared team documentation and knowledge bases to support consistency and growth.
• Participate in peer coaching and collaboration to strengthen team capabilities and customer outcomes.
• Stay curious and open to learning new technologies, tools, and processes that enhance your effectiveness and productivity.

Performance and Accountability

• Own your performance, meet or exceed key metrics, and take initiative to solve problems before they escalate.
• Stay flexible and adaptable in a fast-paced, evolving environment, ready to jump in wherever customers need you most.
• Thrive in a startup-style setting where innovation, iteration, and impact matter every day.

A little about you:

You're a tech-loving problem solver with a passion for helping others. You’ve worked in a customer support role before, maybe even in a high-growth or startup environment, and you know how to thrive when things move fast. You love a challenge, lean into ambiguity, and have a drive for results that keeps you focused and motivated.

You bring a team-first mindset, a strong sense of ownership, and a natural curiosity that pushes you to grow and improve. You communicate with clarity, empathy, and patience. Most importantly, you enjoy what you do. Whether it’s collaborating with teammates or putting a smile on a customer’s face, you’re here to make a difference and have fun doing it.

Share our values: 

• Customer First
• Bias for Action
• High Velocity Decision Making
• Value Individuality
• Results Focused

 

What’s in it for you:

💵 $50,000 - $58,000 CAD or $54,677 - $71,017 USD

🤝 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)
• Weekly Virtual Yoga Classes

🌱 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!

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 careers@unbounce.com.