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About worksphere
Founded in 2009, worksphere has evolved from a niche digital marketing startup into a leading cloud‑based SaaS platform that empowers small and medium‑size businesses worldwide. Our suite of tools—landing pages, social promotions, website pop‑ups, online forms, and lead activity tracking—helps companies capture, nurture, and convert prospects into loyal customers. With a global customer base of over 3,000 organizations ranging from ambitious startups to Fortune 500 enterprises, worksphere is recognized for its innovative product roadmap, customer‑centric culture, and commitment to continuous learning.
As a publicly traded company on the TSX Venture Exchange, worksphere combines the agility of a fast‑moving tech firm with the stability and transparency of a public market presence. Our headquarters in beautiful Vancouver, British Columbia, serve as the hub for a diverse, multicultural workforce that thrives on collaboration, creativity, and a shared passion for delivering exceptional customer experiences.
Why worksphere?
At worksphere, we believe that the best products are built by people who care about the people who use them. That philosophy drives everything we do—from product development to support, from onboarding to ongoing education. If you’re looking for a role where you can make a tangible impact, grow your skill set, and work with a team that values innovation, empathy, and ownership, worksphere is the place for you.
Role Overview
As a Customer Support Representative at worksphere, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and friendly assistance across multiple channels—email, live chat, and phone. You will collaborate closely with Customer Success, Product, and Development teams to resolve technical issues, gather feedback, and help shape the future of our platform. Your work will directly influence customer satisfaction, retention, and the overall success of worksphere.
Key Responsibilities
- Multi‑Channel Support: Respond to customer inquiries via email, live chat, and phone, diagnosing and resolving technical issues, bug reports, and feature questions with a high degree of accuracy and empathy.
- Billing & Account Management: Handle billing inquiries, process refunds, and manage credit assignments while maintaining compliance with worksphere’s financial policies.
- Knowledge Base Development: Create, update, and translate knowledge base articles, how‑to videos, and FAQs to empower customers and reduce support ticket volume.
- Customer Onboarding & Training: Conduct live or recorded training sessions for new customers, ensuring they understand how to leverage worksphere’s tools to achieve their business goals.
- Feedback & Feature Requests: Capture and prioritize customer feedback, escalating new feature requests to Product and Development teams to inform roadmap decisions.
- Risk Identification: Monitor support trends to identify potential risks or opportunities, escalating critical issues to Customer Success and Project Management.
- Continuous Improvement: Participate in regular process reviews, share best practices, and contribute to the evolution of support workflows and tools.
- Collaboration: Work cross‑functionally with Marketing, Sales, and Engineering to ensure a seamless customer experience across the entire worksphere ecosystem.
- Other Duties: Perform any additional tasks as assigned to support worksphere’s growth and operational excellence.
Essential Qualifications
- Proven experience in customer support within a SaaS environment, preferably with marketing automation or CRM platforms.
- Strong technical aptitude and the ability to quickly learn complex software applications.
- Excellent written and verbal communication skills in English; fluency in a second language is a plus.
- Calm, empathetic demeanor in high‑pressure situations, with a genuine passion for helping customers.
- Detail‑oriented, highly organized, and proficient in time management and prioritization.
- Self‑motivated, proactive, and capable of building strong relationships with customers and internal stakeholders.
- Experience with live chat platforms, ticketing systems (e.g., Zendesk, Freshdesk), and knowledge base management.
- Strong analytical and problem‑solving skills, with the ability to translate customer pain points into actionable insights.
- Comfortable working independently and collaboratively in a fast‑paced, remote environment.
Preferred Qualifications
- Background in marketing automation, CRM, landing page creation, or email marketing platforms.
- Experience creating training materials, conducting webinars, or delivering live demos.
- Knowledge of data privacy regulations (GDPR, CCPA) and best practices for handling sensitive customer information.
- Previous experience in a high‑growth, publicly traded tech company.
- Certifications in customer support, technical support, or related fields.
Skills & Competencies
- Technical Proficiency: Comfortable navigating SaaS dashboards, troubleshooting API integrations, and using diagnostic tools.
- Communication: Clear, concise, and friendly communication across all channels; adept at translating technical jargon into customer‑friendly language.
- Problem Solving: Analytical mindset, with a systematic approach to diagnosing and resolving issues.
- Customer‑Centricity: A genuine desire to understand customer needs and deliver solutions that exceed expectations.
- Adaptability: Ability to thrive in a dynamic environment, juggling multiple priorities and shifting deadlines.
- Collaboration: Strong teamwork skills, with a track record of working effectively with cross‑functional teams.
- Continuous Learning: Willingness to engage in ongoing education, training, and skill development.
Career Growth & Learning Opportunities
At worksphere, your career path is not limited to support. We encourage lateral movement into Product Management, Customer Success, Technical Writing, or even Engineering roles. You will have access to:
- Structured mentorship programs pairing you with senior leaders.
- Regular performance reviews that identify growth opportunities and set clear career goals.
- Internal training courses covering product deep dives, technical certifications, and soft‑skill development.
- Cross‑departmental shadowing and project participation to broaden your skill set.
- Annual learning credits that can be used for external courses, conferences, or certifications.
Work Environment & Culture
Our remote‑first culture means you can work from anywhere in the world, as long as you have a reliable internet connection and a suitable home office setup. We value:
- Flexibility: Standard business hours aligned with Pacific Time Zone, with the option for flexible scheduling.
- Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.
- Collaboration: Regular virtual team meetings, open communication channels, and a culture of transparency.
- Well‑being: Access to mental health resources, wellness programs, and a supportive work environment.
- Recognition: Employee referral bonuses, performance incentives, and public acknowledgment of achievements.
Compensation & Benefits
While specific figures are tailored to experience and proven abilities, worksphere offers a competitive compensation package that includes:
- Base salary commensurate with market rates for remote SaaS support roles.
- Performance‑based bonuses tied to customer satisfaction metrics and team goals.
- Health, dental, and vision insurance plans.
- 401(k) matching program for U.S. employees; comparable retirement plans for Canadian staff.
- Generous paid time off, including vacation, sick leave, and personal days.
- Product discounts for personal and business use.
- Access to an education credits program for professional development.
- Employee referral program with attractive bonuses.
How to Apply
Ready to join worksphere and help shape the future of digital marketing for businesses worldwide? Submit your resume (PDF or Word) and a cover letter in English, quoting the position title in the subject line. Please note that we are an equal‑opportunity employer committed to fostering a diverse and inclusive workplace.
Internal applications will be accepted until July 11th, 2025 at 5 PM PT. Due to the high volume of applications, we are unable to respond to phone, email, or agency inquiries.
To apply, click the link below and complete the online application:
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