Customer Success Specialist

About Us

Papercurve is a cloud software company that simplifies promotional reviews for regulated industries including pharmaceuticals and cannabis. Our software is designed to bring control and transparency to content review and maintain consistency with partners and subsidiaries. 

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Who You'll Be Joining:

Our growing team is looking for a contracted Customer Success Representative to work remotely with our Toronto team. You’ll be the first point of contact for our clients, responsible for providing the best possible customer experience through troubleshooting and solving all kinds of inquiries! We strive to provide top-notch support and assistance for clients using the Papercurve platform. 

We are seeking customer service experts who thrive in a fast-paced environment, have a passion for problem-solving and a great work ethic and a get-it-done attitude. Experience in a scaling tech company is a plus. In this role, you will be working with our senior leadership team to ensure excellent product quality and support service to our clients. 

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How You'll Make an Impact:

• You will be the first point of contact for Papercurve clients; assisting them via phone, e-mail and chat using our ticketing and documentation system, Hubspot
• Record and report on issues that customers encounter and carry out issue root cause analysis and resolution in a timely and effective manner
• You will work to ensure client satisfaction by resolving a wide variety of their technical and non-technical inquires
• Providing accurate, valid, and complete information by using the right tools, methods, and processes.
• Work with the Product Teams to establish, comprehend and assist in product improvements and troubleshooting of reported issues
• Take initiative to recommend and implement quality process improvements based on identified trends or other gaps in knowledge
• Assist the Quality Assurance team with product testing
• Conduct customer research by getting feedback on prototypes of new features 
• Write articles for the website knowledge base section to give clients a consistent response to common questions

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What You'll Bring to the Table:

• Strong customer service is a must – whether your experience is in help desk, technical support or retail, we are looking for individuals with experience in replying to client's inquiries by phone, email as well as provide assistance remotely.
• Superior verbal and written communication skills
• Ability to multitask in a high volume, fast-paced environment to ensure that client issues and concerns are handled and addressed promptly. You're able to listen to and document all our customer interactions in real-time
• Familiarity with Project Management Software and Help Desk Software (Hubspot, Zendesk, JIRA, Confluence).
• Take initiative to recommend and implement quality process improvements based on identified trends or other gaps in knowledge
• Extremely detail-oriented and organized, able to provide clear and accurate status updates
• Must be energetic and enthusiastic, with a focus on customer satisfaction
• The aptitude and eagerness to learn and adapt to new technology
• Ability to take ownership and solve problems
• Positive and resilient attitude
• Great teamwork skills

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What We Bring to the Table:

• Remote work opportunities
• Ownership: you will have the opportunity to shape processes. You will be deeply involved in defining the strategy and planning for your team.
• Serious investment in your personal growth: we offer learning and development opportunities
• Working with a team to provide exceptional technical and customer support. 

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Papercurve is an equal opportunity employer and is committed to an inclusive, barrier-free recruitment and selection processes and work environments. Please let us know of any accommodations needed to ensure you have access to a fair and equitable process.