Customer Support Associate

This range is provided by Top Hat HR. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

CA $50,000.00/yr - CA $55,000.00/yr

About Us:

Tophat HR is a boutique consulting firm. We are experts in tailored and comprehensive human resources consulting & management services.

About The Role:

We are looking for a Customer Support Associate for one of our SaaS clients who are rapidly expanding their Customer Success team.

Responsibilities:

• Customer Support Assistance (First Response & Triage)
• Monitor incoming customer inquiries (email, chat, ticketing)
• Provide first response to acknowledge the request and set expectations
• Route issues to the appropriate team (CSMs, Eng, Logistics, etc.) and follow up to ensure timely responses
• Track response times and escalate unresolved issues
• Customer Expansion & Upsell Identification
• Identify active customers with upsell potential based on usage data
• Surface expansion opportunities to CSMs (e.g., flag accounts for feature adoption, renewal upgrades)
• Monitor engagement signals (e.g., product usage spikes, recent wins) and pass insights to CSMs
• Help coordinate customer outreach campaigns with CSMs and Marketing
• Internal Coordination & Admin Tasks
• Follow up on cross-functional tasks (e.g., product fixes)

Qualifications:

• 1+ years of experience in customer support, sales development, customer success, or a related role.
• Strong organizational skills with the ability to track and follow up on multiple tasks.
• Excellent written and verbal communication skills to engage with customers and internal teams.
• Proficiency in CRM software (e.g., Zoho CRM), ticketing systems (e.g., Intercom, Linear), project management tool (e.g., Notion).
• Ability to analyze customer data to identify trends, opportunities, and risks.
• Comfortable working cross-functionally with teams like Sales, Marketing, Engineering, and Billing.
• Problem-solving mindset with a proactive approach to escalating and resolving customer issues.
• Experience with email and chat-based customer support is a plus.

We believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills. We will work with applicants to provide accommodations at any stage of the hiring process.

We look forward to hearing from you!

Entry level

Full-time

Customer Service

Software Development