Customer Support Specialist

STAN AI•Toronto, ON

4d•Onsite

About The Position

STAN is the first A.I. assistant for residential property managers. STAN was launched in 2019 by two former property management executives who spent 13 years working for North America’s largest management company. STAN is growing quickly and is already the largest A.I. assistant in the industry. We offer multiple AI products to serve our clients, from our flagship omnichannel AI assistant to numerous AI add-ons for property managers. We’re hiring a dedicated Customer Support Specialist to own frontline customer support and help us scale by standing up a world-class customer experience and support function. You’ll spend most of your time providing high-quality resolutions to inbound customer requests, triaging contextual requests to the appropriate customer success manager, and generating and acting on ideas to improve our customer experience and support processes and tools. This role is ideal for someone who’s tech and AI-savvy and customer-obsessed. The goal is simple: make customers feel taken care of, and make support faster and more reliable as volume grows.

Requirements

3+ years in a customer-facing support role in a B2B SaaS environment
Strong written communication: Clear, concise, friendly and highly accurate (strong spelling/grammar skills and attention to detail)
Customer maturity & emotional intelligence: You can de-escalate tense situations, read between the lines and make customers feel heard
Technical comfort: You can troubleshoot, ask great clarifying questions and learn a product deeply
Support tooling familiarity: Experience with Zendesk, Pylon or a similar helpdesk platform; comfort working from queues, tags, SLAs, and workflows
Ownership mindset: You take pride in being exceptional at the job and you build structure from ambiguity when needed
A systems-oriented mindset: You enjoy improving processes, not just following them and working collaboratively across functions in order to do so
Previous experience supporting a B2B product

Nice To Haves

Previous experience building support AI automations/workflows (via Zendesk, Pylon, etc.) is a bonus

Responsibilities

Own inbound support coverage: Respond to customer messages and tickets throughout the core work day with speed, clarity and empathy
Triage and prioritize: Identify what’s urgent vs. routine, route/escalate appropriately and keep customers informed with strong expectation-setting
Drive strong resolution outcomes: Your core KPIs will center on resolution quality and resolution speed (e.g., time to resolution & customer satisfaction)
Be the voice of the customer: Capture themes, surface product feedback and flag recurring issues so we can eliminate root causes
Build scalable support assets: Create and maintain customer-facing FAQs/help docs and internal troubleshooting playbooks
Improve tooling & workflows: Help us operationalize support and implement better routing, macros and automations
Scale the function: Play a key role in onboarding future support hires and shaping the long-term experience & support function