Product Support Specialist, Jobber
+ Stock options
Job tracking & customer management
Be an early applicant
Job tracking & customer management
501-1000 employees
Be an early applicant
+ Stock options
501-1000 employees
Company mission
To help small business owners move more efficiently, survive changes in the economy, support their families and communities, and WIN at creating something on their own.
Role
Who you are
- Be the ultimate people person! Whether you’re a barista at a coffee shop, a server in a popular restaurant, or a retail star - if you love working with people, you’ll be great in this position
- Be agile and adaptable to solve problems quickly. We’re growing fast and things are changing every day - both in our product and in our process. You need to be invigorated by this type of environment and be excited by a new challenge
- Be empathetic to our customers' journeys. Our biggest priority is to support our customers, so you need to be comfortable and confident diving into their issues and fill in your own knowledge gaps to better support them
- Be clear and effective in interactions with our customers over the phone. You should be confident in your verbal communication skills, being able to articulate information concisely and with a friendly demeanor will be crucial in addressing customer needs and resolving issues promptly
- Be able to craft professional and empathetic responses to customer inquiries via email and chat. Attention to detail and clarity in your writing will ensure our customers receive accurate and helpful information in every interaction
- Be curious. Asking questions and probing is essential in this role, and the key to being able to provide great customer service
- Be incredibly reliable for our customers and the rest of the success team. Being supportive is one of our company values, so showing up for your team and customers is number one
- Be resilient in the face of adversity. Not every problem will be simple to solve and not every customer interaction will be a positive one. Being able to overcome those moments and learn from them for next time is key
- Be confident with technology. You should be able to touch type to help you get through high-volume chats and be very comfortable navigating cloud-based software
What the job involves
- If our company values were a department, they would be the Customer Success department; they are humble, supportive, and truly give a sh*t about making sure our customers are successful in Jobber. This group is one that cares about authentic interactions, empowering our customers, and providing top tier customer service
- Our Product Support Specialists are the foundation to Jobber’s success
- We have a strong focus on our customer, and this role will work with our hundreds of thousands of users to provide an award winning level of customer service
- Using live chat, phone or email, you will assist users in understanding the newest features, help with functionality and custom workflows, problem solve issues, or accept feedback
- This role directly impacts the lives of our entrepreneurs who rely on Jobber to run their businesses, which is a responsibility we don’t take lightly
- Respond to inquiries that encompass the entire Jobber ecosystem from new and existing customers through live chat, phone, or email
- Troubleshoot issues or problem solve questions that customers may have about a feature, bug, or work flow
- Maintain high channel productivity across our different mediums
- Be a liaison for customer feedback to product and technical teams
- Participate in on-boarding new users and companies, support current customers, host webinars, reach out for feedback, and maintain our great documentation
- Build a knowledge base of FAQ’s and document all feedback and recommendations from our customers, ensuring the integrity of that data to help shape future decisions
- Please note: To best help our customers, we're looking to make sure we have coverage across all our hours and days we're open, which is Monday to Thursday from 6 am MT to 8 pm MT, then Fridays to Sunday from 6 am MT to 6 pm MT. This role may require a non-standard shift of either Sunday to Thursday (day shifts) or Tuesday to Saturday (day shifts)
Application process
- Step 1: We’ll review your application! The candidates whose customer service experience aligns with the role will be moved forward in the process. We're looking for problem solvers, and people used to working in a fast-paced and multi-tasking environment. Make sure to highlight this one your application!
- Step 2: Initial convo with TA! A member of Talent Attraction will reach out to you for a first conversation. We want you to share your unique story and experience, and see how you’ll help drive us forward. This is also a great opportunity to ask questions about Jobber and the role!
- Step 3: Team Interviews! You’ll have two interviews with your potential team leader and peers to dig into your previous experience and performance, as well as to see your skill set in action in a Customer Support role play. We’re constantly raising our bar and excited to see what you can bring to Jobber
- Step 4: Senior leadership interview! A member of our Leadership Team will finish off the conversations – ensuring we’re building a team centered around our values, goals, and mission
- Step 5: Offer!
Our take
For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.
Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 200,000 professionals.
What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
Jan 2023
$100m
SERIES D
Jan 2021
$60m
GROWTH EQUITY VC
Total funding: $185.8m
Company benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
Company HQ
Downtown, Edmonton, AB
Articles
Leadership
Sam Pillar
(CEO)Former Freelance Software Developer. Previously a Business Analyst and Management Consultant at CGI.
Forrest Zeisler
(CTO)Experienced Developer, with a degree in Engineering from the University of Alberta.
Salary benchmarks
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