Customer Support Representative

  • Optix
  • Vancouver, British Columbia, Canada
  • Jan 08, 2022

Job Description

The way we work is evolving. It is estimated that coworking spaces and flexible office space will make up 30% of the commercial real estate market by 2030. Are you interested in being a part of this evolution and passionate about shaping the future of work?

Optix is a technology platform that enables clients to manage flexible workplaces. With clients in 25+ countries, Optix crafts beautiful apps that put workers at the center of the workplace experience while giving workplace managers the tools to simplify running the day-to-day operations of their flexible workplace.

We're looking for a creative and entrepreneurial professional who is passionate about solving problems to join our mission of powering the world with a seamless workplace experience. In joining our team at this stage, you will play a critical role in developing and managing client relationships on the front line and contributing to our customer experience efforts.

Note: We are currently working from home, however, you must be based in Vancouver and able to come into the office once the pandemic is over. Flexible WFH opportunities will continue to be available.

Who you are
  • You've worked in a customer support/service role for 1-3 years
  • Your writing is clear, concise, empathetic and typo-free
  • You are driven and motivated to delight clients and provide them with the best possible experience
  • You are friendly and professional and have excellent communication skill
  • You demonstrate a high level of attention to detail
  • You are highly organized, able to create your own schedule and stay on top of your work while WFH
  • You are a natural problem solver
  • You know how to keep your cool in challenging situations
  • You question the status quo, take ownership of your work, and proactively identify and address issues and opportunities
Bonus points for
  • Having worked with a technology startup serving an online client base
  • Experience using Intercom, Hubspot, and Jira
What you'll do
  • Act as the primary point of contact for clients post-sale and provide support through Intercom, email, and call-back requests
  • Lead the investigation and resolution of client concerns while collaborating with the product team to address issues, bugs, feedback and improvements
  • Coach clients on how to best utilize Optix and its features
  • Support with client adoption of new features and functionality
  • Represent the voice of the customer in the product development process and ensure no issues or feedback fall through the cracks
  • Contribute to the Optix Help Centre and ensure it stays up to date and informative
  • Collaborate with our business team to design and lead your own strategic initiatives that support the growth of the company
We take care of our teammates

This is a unique opportunity to join a rapidly growing technology startup. Taking care of our team on this journey is a priority. We offer:
  • Competitive salary compensation
  • Strong Employee Stock Option Plan offering with opportunity to earn bonus compensation
  • Excellent health and dental coverage program provided by Sunlife
  • Mission-driven workplace experience in a positive and supportive team culture
  • Personal and professional growth opportunities
  • Healthy snacks and locally roasted coffee from Timbertrain
  • $250 annual health and fitness credit
  • Fun offsite activities and Friday team socials
  • A beautiful Gastown workspace and flexible WFH opportunity