Customer Support Analyst

We are looking for a dedicated and enthusiastic candidate to provide exceptional customer support to Rewind’s customers. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.

This is a full time position based in Toronto, Canada and may grow to include on-call rotations, weekend support and expanded hours of operation in the future. Work on some statutory holidays will be required.

The Role

The Customer Support Analyst functions on the front line interacting directly with both customers and internal stakeholders. You will take ownership of tickets, ensuring complete resolution while fostering strong relationships with our customers along the way. Customer Support Analysts need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism.

A Typical Day:

Complex ticket management: Provide the highest level of service to our customers in each and every ticket

• Interacting with Rewind customers and internal stakeholders through all current and future channels, including email, live chat and phone
• Taking end-to-end ownership of all assigned tickets: ensuring a complete final resolution is reached based on workflows & management guidelines, fostering the relationship with our customers along the way, and escalating accurately to other teams when appropriate
• Demonstrating ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval
• Being highly receptive to feedback, and quickly adopt behaviors to improve the quality of your work
• Understanding multiple perspectives on a topic or situation, and being able to evaluate and present multiple options for addressing a problem
• Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management

Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to our customers, ensuring their unique needs are met with the highest level of care and attention.

• Displaying an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
• Proactively anticipate and identify opportunities to enhance the customer experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Rewind
• Resolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
• Personalizing communications to customers, demonstrating the highest hospitality standards

Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success

• Providing insights about customer experience and continuous improvement opportunities to your Management
• Helping document ways of working, best practices, and the norms for your service(s) as requested by management
• Sharing ideas to improve processes and ways of working

Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results

• Displaying openness and approachability when resolving issues
• Understanding key drivers of your function and how they relate to one another, as well as the business impact of those metrics

Requirements

We are looking for candidates who have ideally 1-3 years of relevant experience in customer service/support roles, preferably in the B2B SaaS space or tech startups with experience using phone, messaging, or live chat to interact with users/customers.

You also have the ability to work weekends and public holidays required, as well as evening shifts. Your schedule can change to meet business needs and, where possible, we will take your availability into consideration.

You also have:

• Excellent verbal and written communication skills for providing exceptional customer service to different types of customers
• Active listening skills to understand customers’ needs and provide personalized recommendations and assistance
• Empathy and patience in dealing with customers, especially in high-pressure situations
• Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
• Passion for delivering exceptional customer service and setting a high bar
• Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
• Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems such as Salesforce and Zendesk
• Language proficiency in English, other languages are a plus

Additional information

Where You’ll Work
This role will be based out of our Toronto Office.

How Rewind Will Support You
We know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life which includes but is not limited to:

• Flexible working hours
• Employee stock options
• Health benefits
• 3 weeks vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer hours (off every other Friday from June - September) and office closed during the holiday break in December
• 4 week sabbatical after 4 years with us
• Paid parental leave
• $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc)
• $1000/year wellness/home office allowance

Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. We strongly encourage candidates of all different backgrounds and identities to apply.