Customer Support Specialist, Toronto
This a Full Remote job, the offer is available from: North America, Canada
Hi! I'm Donna, the Support Lead at Modash.
I'm looking for a Customer Support Specialist to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.
Background & reason for hiring
Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience in the multiverse. You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast.
We’re hiring a new Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows.
Your team is spread across Europe and North America: I am based in Ireland, Laurenis based in Canada, and Martine is based in Estonia. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for.
Scope of the role & what you'll actually do
Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash.
You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases.
- Give practical advice on influencer marketing workflows and best practices.
- Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance)
- Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to a solution
- Escalate bugs/issues with strong context (clear steps, examples, links, impact)
- Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion.
- Contribute to customer communication during incidents (e.g., banners/updates) when needed.
- Spot patterns and share customer feedback so we continuously build a better product
What success looks like
We’ll align on targets together, but success in this role usually looks like:
- Strong first response time ~ under 2 hours.
- Consistently solve the real problem (not just close the ticket).
- Clean internal notes and handoffs, so anyone can pick up the case.
- Help Center improvements shipped continuously based on real tickets.
Requirements
- You have 2+ years of experience in customer support (ideally in SaaS).
- Your English is strong, both written and spoken.
- You write clearly and kindly. You can explain complex things in simple words.
- You’re comfortable troubleshooting: reproducing issues, asking good follow-up questions, and narrowing down the real cause.
- You take ownership. You don’t drop threads, and you keep customers updated until the issue is resolved.
- You can work without a perfect playbook. When something is unclear, you ask for help, figure it out, and help improve the process for next time.
- You’re organised. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs.
- You stay calm under pressure and handle frustrated customers with care.
Nice-to-haves
- Experience supporting influencer marketing or e-commerce tools.
- Experience with technical support topics (integrations, tracking, APIs).
- Experience making/helping maintain Help Center docs and internal processes.
The tools you'll use
- Intercom → primary support tool and customer comms hub
- Notion → our internal knowledge base for everything Modash
- Stripe → subscriptions, payments, and invoices
- FullStory → session replays for debugging and understanding customer behaviour
- Modash → reproduce customer issues, check account settings, and guide customers through features step-by-step
Working hours / schedule
Your typical schedule will be 10am–6pm Eastern time, Monday - Friday, with some weekend flexibility depending on coverage needs.
Benefits
- Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.
- Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
- Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it.
- Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.
