It's fun to work in a company where people truly BELIEVE in what they're doing!
Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
Commerce7, part of the Fullsteam organization, is hiring a Customer Success Specialist to support users of our cloud-based platform. This role is ideal for someone who enjoys helping others succeed, excels at explaining technical topics in a clear and approachable way, and thrives in a collaborative, fast-paced environment.
You’ll play a critical role in educating customers, resolving issues, and contributing to our knowledge base. By working closely with both the development team and end users, you’ll become a product expert and trusted advisor—helping clients get the most out of our platform and ultimately grow their businesses.
Please note: This is a remote role for candidates based in Canada only.
Key Responsibilities:
Respond to customer inquiries through HubSpot support tickets and live chat, ensuring issues are addressed efficiently and effectively.
Create and maintain help articles within HubSpot to expand and improve our customer-facing knowledge base.
Educate customers on platform features and best practices to help them grow their businesses and use the system successfully.
Identify, reproduce, and document bugs for the development team in a clear and actionable way.
Collaborate with developers to understand new features or updates and communicate these changes clearly to customers.
Provide feedback and suggestions to improve the platform’s user interface (UI) and overall usability based on customer insights.
Occasionally join video calls with customers to walk through complex issues or provide personalized support.
Skills & Competencies:
To succeed in this role, you should:
Have excellent written and verbal communication skills to explain solutions clearly to customers and relay technical issues effectively to internal teams.
Be a self-starter and creative problem-solver who is persistent when tackling unfamiliar issues.
Work well both independently and collaboratively, knowing when to escalate issues or ask for support.
Be comfortable learning and navigating complex software systems; you should be tech-savvy and eager to understand platform nuances.
Stay calm under pressure and handle difficult or frustrated customers with professionalism and empathy.
Be comfortable working with a wide range of users, including those who are not tech-savvy or who may challenge proposed solutions.
Minimum Qualifications:
Prior experience working in a SaaS (software-as-a-service) company.
Previous experience in a customer-facing support role (e.g. via email, live chat, or phone).
Experience working in a remote environment.
Technical aptitude or coding experience (e.g. ability to read or debug simple code, or understand how web-based platforms function).
Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:
• Medical
• Extended Health and LTD plan
• Dental
• Vision
• RRSP (with employer match)
• Health Spending Account
• Flexible paid time off
This posting is for an existing vacancy and will remain open until filled.
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
