Platform Support Associate (6-month contract)

About Fable 

The best digital teams work with Fable to make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more. Fable ranked #3 on the 2022 LinkedIn Top Startups Canada list and Fast Company’s 2023 Most Innovative Companies in Design list.  

About the role 

As our Platform Support Associate, you'll be responsible for helping our customers interact with Fable's products and providing support where needed. You will handle concerns, complaints, technical issues, and other challenges different user groups experience on Fable's platform and resolve them in a timely manner. Often, this will include education and guidance as to how to have meaningful engagements with people with disabilities through Fable Engage. This role is critical to Fable’s day-to-day functioning; it helps ensure that our customers are satisfied with the experience and that they recognize the value of Fable’s work. You will be reporting to the Platform Support Lead. 

For this role, we are open to applicants who are located in Canada. Please note that this role is a 6-month full-time employee contract, with the possibility of extension, but not guaranteed. If you believe that you match the majority of this job description, we highly encourage you to apply!  

Requirements

Responsibilities 

• Oversee requests from our customers to our community of testers, including providing feedback and guidance to customers when necessary.  
• Provide support for end users regarding use of Fable products, technical inquiries, general inquiries, and other opportunities that may arise.  
• Focus on customer satisfaction while providing customers with timely answers and regular issue updates.   
• Partner with the Community team to address any tester set up concerns related to customer requests.   
• Strategically avoid future customer issues through educational content. Educate customers about new product features released. Identify Learning Center content gaps, create additional content, and/or improve existing content.  
• Communicate closely with the product team and effectively share customer feedback.  
• Collaborate with onboarding and community team members to ensure a cohesive customer experience and efficient request delivery. 

Key qualifications and assets  

• Minimum of 1+ year experience in a product support or operations role.  
• High technical proficiency with the ability to troubleshoot independently. 
• Proficient with HubSpot or other ticketing tools.  
• Ability to work cross-functionally and build relationships with other stakeholders in the business including product, CX, community, operations, and other teams.  
• Ability to take leadership feedback and improve.  
• Positive energy and attitude; ability to receive customer criticism and remain helpful. 
• Desire to find challenges and escalate problems appropriately.  

 You must be 

• Willing to learn about assistive technologies.  
• Open to working in a fast-moving team. 
• Willing to learn new tools and adjust quickly. 
• Able to work within bounds of North American time zones, Eastern Time preferred. 

Benefits

What's in it for you? 

At Fable, you'll join a vibrant and rapid growth environment where you'll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great health/dental benefits, and way more!

Accessibility accommodations 

Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out this form or email us at [email protected] and include the subject line “Accessibility accommodation for Platform Support Associate job application.” 

Pay range

$60,000 CAD - $65,000 CAD - this is a range and is subject to change, depending on experience and role fit. Please take this as a general range.