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 with a 12pm - 8pm EST shift. This role 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
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:
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:
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.
