Customer Support Representative

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Blue J is the leading solution in generative AI for tax experts. Headquartered in Toronto, Canada, we’re a B2B SaaS company whose customers are accountants and lawyers, and our AI-tax research software is the best in the market.

We are racing ahead with an exciting product development roadmap to continue to delight our customers and to ensure that our users can generate the very best possible tax research answers in the service of their clients in record time.

Since launching our flagship Generative AI product, we have blown past our revenue targets quarter over quarter, to help drive this exciting expansion and significant growth, we are looking for a Customer Support Representative to support our customers all across North America.

A Note on Location

We are excited to meet candidates and are grateful for everyone's interest.

This is a remote position based in the U.S., with working hours from 8 AM to 4 PM EDT, Monday through Friday. Applicants must be eligible to work in the U.S. and can be located anywhere within the country.

The Opportunity

Working with our Customer Success Team, and our Revenue team more broadly, the Customer Support Representative (CSR) will be a main point of contact for our customers as they learn to use Blue J. The CSR will be responsible for responding to a wide array of customer inquiries and issues in a timely and professional manner, as well as taking on certain customer meetings, including onboarding and training sessions for customer accounts of all sizes.

We’re looking for somebody just starting out in their career who is interested in helping people solve problems and providing excellent service through their work. Prioritization and organization will be just as essential as the desire to delight the customer with great outcomes. You’ll have the opportunity both to learn from our existing team and processes, and continue to optimize how we deliver great results for customers.

You’ll own your work and role with a great deal of individual input.

Reporting to our VP of Customer Success, you will be accountable for delivering resolutions to support requests within a defined time frame based on account priority, and will begin to own a book of business for revenue retention. You’ll develop skills in customer interactions and account management, and you will have the opportunity to grow within the company as we scale the expansion of Blue J.

You’ll be joining a high-achieving Customer Success team and working collaboratively with our Revenue and Product teams. We’re looking for somebody who is enthusiastic, organized, and scrappy, and who is excited about making a big impact at the early stages of Blue J’s growth.

Blue J is a team of values-driven people working together towards something we all deeply care about. You’ll have the chance to work with an incredible, friendly, and fun team, and advance your career as you collaborate with us as a key player in driving the growth in what promises to be a very exciting 2025!

What You’ll be Doing

• Triaging customer support inquiries by Service Tiers and urgency.
• Optimizing support functions to improve efficiency and customer experience.
• Responding in a timely manner to customer inquiries with effective language and framing.
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio.
• Organizing your work in a reportable way, so we can identify accounts with high support need and better understand ways to implement product improvements.
• Working closely with the customer success team to identify red flags and opportunities for growth within their accounts, based on your support-based interactions.
• Becoming a product expert and addressing customer inquiries.

What You Offer Blue J

• 0-3 years of experience in customer-facing roles such as customer success, account management, or sales.
• Exceptional presentation, written and verbal communication skills
• Client or customer facing experience. If you’ve worked in SaaS, that’s great, but we also love seeing people who can use transferable skills developed in…