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Customer Support Specialist
Full-time
Tradable Bits is an award-winning tech company that helps sports, music and entertainment brands build better fan experiences. Based in Vancouver, Canada, we work with industry leaders including teams from the NBA, NHL, NFL and MLB, alongside Live Nation, BMG, and many more.
As our Customer Support Specialist, you will help maintain and improve our Customer Support Program including managing Support tickets, monitoring live chat tools, and ensuring our product help guides and videos are up-to-date.
What You'll Do
Manage and Monitor Customer Support Tools
Monitor the support inbox to triage, tag and close tickets accordingly
Help setup and monitor AI Chatbot automation and workflows
Monitor Partner Slack channels and assist customers where needed
Generate and share reports with relevant stakeholders
Manage our Help Centre
Assist in the maintenance of the Tradable Help Centre
Contribute to written and video workflow updates to our Help Centre and internal Knowledge Base
Report on which Help Guides are getting the most traffic
Monitor NPS and Customer Surveys
Triage feedback from customers to the relevant stakeholders
Help improve CSAT surveys as the product and company evolve
Skills/Qualifications
1-2 years experience in B2B Customer Support or Customer Success, ideally in SaaS or tech
CSS and JavaScript experience
Strong problem-solving and analytical skills
Excellent written and verbal communication
