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Customer Operations & Support

@ Junip

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Kitchener, Ontario

HybrideTemps plein
Postuler
SIGNAUX

En bref

Junip is hiring a full-time customer operations and support specialist to own everything after customer sign-up, including live support, escalations, review generation, documentation and operations. The role is an individual contributor position working with the CEO, mostly flexible and remote, with an office in Kitchener. Candidates must be in Canada on Eastern time, with a preference for those near Kitchener-Waterloo.

Responsabilités :

  • Resolve difficult technical customer problems by chat, email and video
  • Get reviews from customers and follow up on negative reviews
  • Write, maintain and improve help documentation
  • Manage Fin, the AI support agent
  • Create new ways to scale customer support

Résumé des exigences :

  • Clear written communication of complex ideas
  • Strong people skills for escalation and de-escalation
  • Web development skills in HTML, CSS, JavaScript and Liquid
  • Proven ownership of outcomes in a previous role
  • Curiosity about the product and customer problems

Outils et compétences

Fin AI support agentLiquid

Avantages mentionnés

Congés payés
Source et dates

Site carrière / système de candidatures · ashby

Date publiée par l’employeur
2026-10-05
Première détection par notre source
2026-10-08
Mise à jour du dossier source
2026-10-09

Ces dates décrivent le dossier source, pas une vérification en direct du recrutement. Consultez l’offre originale.

Détails du poste

NiveauDébutant
DomaineService à la clientèle
Heures par semaine40 (estimé)
Déplacementsavion : aucun · route : aucun
Milieu de travailDomicile, Bureau
PositionSurtout assis
Exigences physiquesphysique faible · ordinateur élevé
LanguesEnglish

Résumé et détails rédigés par l’IA à partir de l’offre; l’offre de l’employeur fait foi.

Postuler
ChampValeur
Offres sur Jobsy2
Description

Junip is looking for someone to support our customers.

You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.

The Junip product

We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.

What you'll do

  • Resolve difficult/technical customer problems via live-chat, email & video calls

  • Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)

  • Write, maintain & improve our help documentation

  • Manage Fin, our AI support agent, which resolves ~75% of customer problems

  • Create new ways to scale & improve our customer support

Must have

  • Written communication - explain complex ideas in simple, concise terms

  • People skills - know when/how to escalate situations & when/how to de-escalate situations

  • Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations

  • Proven ownership - clear outcomes you've driven in a previous role

  • Curiosity - actively learning more about the product, problems customers face & ways we can best support them

Nice to have

  • Experience in ecommerce/ecommerce technology

  • Experience in customer facing roles

  • Experience driving outcomes with AI tools

  • An interest in the craft of customer experiences & hospitality

Important things to know

  • Competitive benefits, PTO & compensation

  • We’re a small team

  • Profitable + growing

  • We have an office in Kitchener

  • Day to day is typically flexible/remote

  • Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)

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