Customer Support and Success Specialist

Hej! We’re Driversnote, a fast-growing SaaS company based in Copenhagen, Denmark.

We take pride in helping more than 2,000,000 users worldwide keep a mileage logbook. No one likes to do mileage documentation – so we try to remove this tedious work and make our customers’ lives simpler by saving them both time and money.

Our primary markets are English-speaking; Canada, US, Australia, and the UK – so we’re aiming to expand our international team to serve customers and users all around the world.

If you are curious, driven and resilient, enjoy providing an exceptional customer support experience and are a strong communicator, this is where YOU come into the picture!

We’re seeking a remote customer support & success specialist with great technical skills and insights to help us cover the Canadian and US Pacific/Mountain time zones (PST/MST time zones)

As a Customer Support & Success Specialist at Driversnote, you will spend your time interacting directly with our customers, providing them with an effective, easy and enjoyable experience. You will be the spider in the web by serving all types of our users and customers, from new users, long-term customers and potential B2B large teams and relaying their needs to our product teams. Our amazing Support & Success team is first-line support, meaning you will receive all types of inquiries – mostly surrounding bugs, educational questions or complex requests you’ll have the pleasure of solving!

The important details:
Minimum 21 hours per week
It is expected that you can work 3-4 hours a day 6 days a week
36.50 CAD/hour, paid biweekly
100% Remote work
Must be located in Canada – Pacific or Mountain time
33 vacation days per year – yes, we are based in Europe
Access to additional perks from health insurance, car rentals, gym passes and more
Job Responsibilities
Provide a first-class support experience by email and phone to customers’ technical queries, general enquiries and team product queries.
Engage with B2B customers who want to get started with Driversnote and help them to make their purchase.
Troubleshoot the customers’ questions and drive the investigation to get the customer matter resolved
Provide video demos and video onboarding to our larger B2B customers.
Collaborate with our Product teams and communicate with them via bug reporting and forwarding customer input (requests, feedback, UX improvements etc).
Learn the Driversnote product deeply and support our customers in making the most out of everything we offer.
Job Requirements
Have 12 – 24 months of proven work experience in customer support.
Have proven experience with sales or success work.
Are used to and comfortable with working 100% remote.
Have strong communication skills in English (both verbal and written). Communication skills in other languages are a welcome bonus.
You love providing fantastic customer support on chat, email and phone and have great communication skills in doing so.
You have a basic understanding and experience in software troubleshooting: the capability to investigate problems with apps, (examples could be working with installation errors, crashes, subscription and payment errors and performance issues).
You are proactive and happy to jump in at the deep end. You are confident in navigating multiple systems and finding your way around, checking the configuration, verifying the setup when needed etc.
Have an eye for commonalities and streamlining – eager to automate wherever possible
Familiarity with remote communication tools like Slack.
Your colleagues say that you:
Are resilient – you get it done and will stay with a task until it’s resolved
Are not hesitant and enjoy the puzzle of solving open-ended problems
Are a great relationship builder – you can build credibility fast with a variety of stakeholders
Don’t shy away from ambiguous situations, and ask the right questions to untangle them
Are a diffuser – always patient and kind, no matter what