Customer Solution Specialist

Ribbon AI • Toronto, ON

4d • Hybrid

About The Position

Help Ribbon’s customers succeed by making sure their teams, candidates, and hiring workflows run smoothly. As a Customer Solution Specialist, you’ll be on the front lines of customer experience, helping users troubleshoot issues, understand the product, and get the most out of Ribbon’s AI hiring platform. You’ll work closely with Customer Success, Product, and Engineering to investigate technical questions, resolve customer issues, document recurring problems, and improve the overall support experience. This is a hands-on role for someone who is technical, customer-focused, organized, and excited to help companies adopt AI in one of the most important parts of their business: hiring.

Requirements

• 1–3 years of experience in technical support, customer support, implementation, customer success, or a similar role at a B2B SaaS company.
• A strong problem-solver who can troubleshoot software issues, ask the right questions, and turn unclear problems into clear next steps.
• Communicates clearly, patiently, and professionally with customers, candidates, and internal teams.
• Organized, detail-oriented, and able to manage multiple support requests with urgency, accuracy, and follow-through.
• Works well cross-functionally with Customer Success, Product, and Engineering to resolve issues and improve the customer experience.
• Has a customer-first mindset and takes pride in turning confusing or frustrating situations into great experiences.

Nice To Haves

• Experience with ATS platforms, HR tech, APIs, integrations, Intercom, or technical documentation.

Responsibilities

• Be the first line of support for customers and candidates, helping troubleshoot issues quickly, clearly, and professionally.
• Investigate technical problems across Ribbon’s platform, AI interviews, workflows, and integrations, then partner with Engineering and Product to drive resolution.
• Support Customer Success with onboarding, implementation, configuration, and customer enablement where technical expertise is needed.
• Create and maintain clear internal documentation, troubleshooting guides, and customer-facing help content to improve the support experience.
• Identify recurring issues, product gaps, and customer pain points, then share actionable feedback with Product and Engineering.
• Help deliver a reliable, responsive, and high-quality customer experience as Ribbon scales with enterprise and high-volume hiring teams.

Benefits

• Competitive salary + meaningful equity
• Direct customer impact
• Cutting-edge tech
• High-growth environment
• Health & wellness stipend
• Annual international offsite
• Team lunches & meetups in Toronto
• A flexible hybrid work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed