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Customer Support Representative
About Merinio
Merinio is a booming startup from Montréal providing innovative workforce management solutions. It is shaping the future of work with improved collaboration and scheduling tools, increasing businesses efficiency and profitability. The solution offered as a SaaS via a web application and mobile application allows companies to drastically improve their operational efficiency and optimize the quality of their own services. The team is proud to work with a large and diverse customer base across North America.
At Merinio we offer a dynamic and flexible work environment. Our management style is focused on goal achievement, not micromanagement. Following a recent Venture Capital investment, the team is expecting to double its headcount and expand its footprint in Canada and in the United States.
About the Position
As a Customer Service Representative at Merinio, you will be the first point of contact for our diverse customer base. You will play a critical role in providing outstanding customer support in multiple languages and ensuring customer satisfaction. Your main responsibility will be to address customer inquiries, resolve issues, and provide guidance on how to effectively use our scheduling software. You will have the opportunity to make a meaningful impact by delivering exceptional service and building strong relationships with our clients.
Responsibilities
- Provide prompt, courteous, and knowledgeable support to customers via phone, email, and chat in french and english.
- Understand customer needs, troubleshoot issues, and guide customers through software functionalities and features.
- Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
- Maintain accurate records of customer interactions, inquiries, and complaints in our CRM system.
- Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback, identify areas for improvement, and drive product enhancements.
- Stay up-to-date with product updates, new features, and industry trends to provide accurate and relevant information to customers.
- Adhere to established service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed customer support targets.
- Continuously enhance your product knowledge and customer service skills through training and professional development opportunities.
- Contribute to the development and improvement of customer support processes and resources.
What we offer
- 36-hour week..YES..Friday pm off
- Modern office space : LINK-VIDEO
- Dynamic and experienced team
- Work-life balance culture: work, fun, family
- Collective insurance from hiring date
- 3 weeks basic holiday per year
- 3 days mobile holiday & sick days per year
- Flexible remote schedules with a minimum presence of one day/week day at the office
- Time Off: possibility of unpaid leave
- Free access to the Gym with access to a trainer
- Free workout classes: Spinning, Yoga, Boxing, HIIT, Skating & Hockey
- Free coffee & beverages
- Team building activities throughout the year
- Ice skating / Basketball rink
Prerequisites
- Fluency in English and French is required (both written and spoken).
- Proven experience in a customer service role, preferably in a SaaS or technology company.
- Excellent communication and interpersonal skills, with the ability to build rapport and empathize with customers.
- Strong problem-solving skills and the ability to think quickly on your feet.
- Ability to handle multiple priorities and adapt to changing business needs in a fast-paced environment.
- Familiarity with CRM software and helpdesk tools (Hubspot, Intercom) is a plus.
- Tech-savvy mindset and the ability to learn new software quickly.
- Positive attitude, strong work ethic, and a passion for delivering exceptional customer experiences.
- Availability to work flexible hours, including weekends or evenings, as required.
Our Core Values
Curiosity and Initiative
Accountability and Integrity
Pleasure and Synergy
Join our crew for an exceptional adventure :)
www.merinio.com
