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Customer Support Associate

Jobgether
1 day ago
Full-time
Remote
Canada

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Associate in Canada.

In this role, you will support a global community of scientific and technical users by resolving complex customer issues across a diverse suite of research and laboratory software products. You will act as a key point of contact for escalations, troubleshooting cases that span account setup, product usage, licensing, and technical workflows. The position requires strong cross-functional collaboration, as you will work closely with teams in Product, DevOps, Finance, QA, and Sales to ensure timely and accurate resolution of customer needs. You will also play a role in improving processes, enhancing knowledge resources, and contributing to customer success initiatives in a fast-changing environment. This is a highly dynamic, remote-friendly role where clear communication, ownership, and adaptability are essential. Your work will directly support scientific organizations in accelerating research and innovation worldwide.

Accountabilities:

  • Manage and resolve customer support cases end-to-end, including technical troubleshooting, account setup, licensing, installation, and order-related requests.
  • Handle escalated issues requiring deeper investigation, judgment, and cross-functional coordination.
  • Collaborate with Sales, Finance, DevOps, Product, and QA teams to ensure timely and complete issue resolution.
  • Maintain high-quality written communication with customers throughout the support lifecycle, ensuring clarity and professionalism.
  • Support customer success activities such as account health monitoring, CSAT tracking, and engagement improvement initiatives.
  • Contribute to process improvement, knowledge base development, and identification of recurring product or workflow issues.

Requirements:

  • 5+ years of experience in customer support, customer success, or account management within a software environment.
  • Hands-on experience using Zendesk or similar ticketing/support platforms.
  • Strong ability to manage complex customer cases end-to-end with excellent written and verbal communication skills.
  • Experience working with technical or scientific software products, or ability to quickly learn complex technical domains.
  • Proven ability to work effectively in remote, distributed teams with strong ownership and proactive communication.
  • Background in customer-facing roles such as sales support, account management, or technical support is highly valued.
  • Strong problem-solving skills and comfort working in evolving, fast-changing environments.

Benefits:

  • Fully remote position based in Canada with flexible work arrangements within a global organization.
  • Opportunity to support world-leading scientific software used by researchers in over 180 countries.
  • Exposure to a diverse portfolio of advanced technical and scientific applications.
  • Collaborative, cross-functional environment working closely with engineering, product, and scientific experts.
  • Strong focus on professional growth, learning, and cross-domain skill development.
  • Opportunity to contribute directly to improving scientific research workflows and global innovation.
  • Inclusive and equal-opportunity workplace culture.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
 
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
 
 
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.