Technical Support & Operations Specialist

Hey there! We’re ContactMonkey 👋

Our mission? To power measurable employee engagement worldwide. And we’d love for you to join us!

Imagine being part of a team of brilliant minds, all shaping the future of workplace communication. Here at ContactMonkey, we’re not just sending out traditional emails with our internal comms software; we’re changing the way companies connect and communicate with their people. Brands like IKEA, Roku, KMPG, and countless others are using our solution to transform employee engagement.

Our all-in-one platform—featuring a drag-and-drop email builder, engagement tools, and analytics—makes it easy for businesses to create, send, and measure their internal email campaigns directly within Outlook or Gmail. This way, internal communications go from being ignored to binge-worthy, sparking more opens, clicks, and conversations.

About the job: Technical Support & Operations Specialist

Join the Technical Support team, where you’ll have the opportunity to delight clients, transform client support, and elevate internal operations. Our Technical Support & Operations Specialist doesn’t just handle tickets; they bridge knowledge gaps and create resources that empower our team to deliver faster, more consistent support.

In this role, you’ll report to the Head of Support and work towards establishing and maintaining a robust Support Internal Knowledge Base. You'll partner closely with Customer Success, Product, and Engineering teams who strive for excellence in client experience every day.

ContactMonkey is currently operating under a hybrid office model, this position will be based out of our head office in Toronto, with a minimum of two days in the office a week.

Your impact 

• Delight Clients: Respond to client inquiries via Zendesk, ensuring each interaction resolves issues efficiently and exceeds expectations
• Knowledge Management: Develop and maintain an internal wiki, capturing key insights, processes, and FAQs from cross-department collaboration so our team has answers at their fingertips
• Efficiency Building: Analyze ticket inquiry trends and issues, to identify recurring themes, proactively building documentation to prevent repeat inquiries
• Collaboration: Work cross-functionally to gather knowledge and share it in accessible formats for the broader team, enhancing overall efficiency

About you

• You are a maven in customer support, driven by client satisfaction and product adoption
• You’re passionate about knowledge management and see value in creating resources that streamline team performance
• You are an excellent communicator. Whether with clients or colleagues, in writing or verbally, you know how to convey complex technical concepts into clear, actionable information
• You value accuracy and organization, ensuring documentation is easy to understand, minimizing information sprawl, having a keen eye for design, and keeping up with updates
• You are patient, personable, and have a great sense of humor. You thrive on winning together as a team

How you can stand out  

• You have direct experience in customer technical support, preferably in business end-user troubleshooting and within the software industry
• You are familiar with or have had hands-on experience with various web-based support tools, such as Zendesk, Linear, Notion, Guru, etc
• You understand the importance of knowledge management and have experience creating and improving internal documentation processes to enhance team efficiency and knowledge sharing.
• You are proficient with HTML and JSON analysis
• You have experience managing and troubleshooting email platforms, including Outlook and Gmail, and can assist users with configuration, connectivity, and general email-related issues

What we bring to the table 

🏥 100% employer-paid benefits and a health spending account from day one 

🌎 Work from anywhere in the world for up to 6 weeks

💰 Stock option plan for a stake in our success

🏝 Generous vacation package to take well-deserved breaks

📚 Personal development budget to fuel your growth

☀️ Summer Fridays in July and August (enjoy that extra long weekend)

🧖 One personal day and one volunteering day to give back to the community 

🍎 Five health days per year

💼 Beautiful downtown Toronto office for hybrid work—stocked with all the best snacks

Who We Are 

We’ve been on an explosive growth streak over the past few years, and we’re not slowing down anytime soon. Here’s a bit of what we’re proud of:

• Ranked by the Globe & Mail as one of Canada’s fastest-growing companies
• Recognized in 2023 Deloitte Technology Fast 50™ awards for the highest revenue growth over the past four years
• Recognized in 2023 Deloitte Technology Fast 500™ as one of the fastest-growing companies in North America
• Raised a record $55 million Series A financing for a Canadian tech company in 2023

Our values 

As we pursue our mission, our core values shape who we are and guide everything we do. Here’s our manifesto:

1. Driven by curiosity: We solve challenges through continuous learning
2. The best ideas win: We thrive on collaboration—there’s no room for ego
3. Bias for action: We act like owners, decisively making things happen.
4. Performance matters: We hold ourselves accountable to our ambitious goals
5. Customer success is our success: We're dedicated to helping our community thrive
6. Stay playful: We don’t take ourselves too seriously and believe in enjoying the journey

Diversity is our strength

At ContactMonkey, we are building diverse products and we need a diverse team to do that. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. 

We are committed to creating an accessible experience for all candidates. If you require any accommodations or adjustments during the interview process or beyond, please inform us, and we will work with you to ensure the necessary support is in place. We are continually striving to enhance our accessibility practices and welcome any feedback or suggestions on how we can better serve candidates with accessibility.