JOIN OUR TEAM! RewardOps is a dynamic, growing company located in the heart of Toronto’s downtown core. We launched just over 7 years ago and are moving into an exciting new phase of growth. Our company is committed to excellence and our workplace culture inspires innovation within a collaborative, modern environment. We are a growing team of talented (awesome) people working together building a great product and company.

Our product: A B2B e-commerce SaaS platform that supports loyalty programs’ rewards management functions and is integrated using our modern REST APIs with rewards suppliers and other loyalty program platforms. RewardOps’ offering is disrupting a large global market, providing a more capable product with much more flexibility and major reduction in cost for our enterprise level clients

Are you an outgoing person that loves to help people? Do you enjoy troubleshooting and resolving technical issues? Then this role might be for you! As a Client Support Specialist, you are the first point of contact for our enterprise clients when they encounter an issue or need help with RewardOps' SaaS platform. You are responsible for monitoring Zendesk and promptly actioning tickets and queries as they are logged. By working closely withthe product and development teams you will create and publish user documentation and training materials for new features. You will increase adoption of and engagement with our platform by conducting training sessions with clients on new features and functionality. As you converse with our clients, you will keep your ear tuned for suggestions and ideas to enhance overall functionality of the platform and communicate these to the Product Team.

What you'll do:

  • Provide platform support and training to our enterprise clients and vendor partners
  • Manage queries and issues reported by various global partners
  • Liaise with partners to answer product related questions
  • Collaborate with the Product Team to troubleshoot support issues in an efficient and timely manner
  • Relay product feedback and future requests to the Product team, providing context and a clear understanding of the partner objectives Identify trends and regularly report to manager and partners
  • Communicate and collaborate with internal departments

What you have:

  • Minimum 2 years in client support or equivalent experience
  • Superior written and verbal communication skills and the ability to articulate complex, technical concepts
  • Familiarity with Zendesk or any other customer service software and support ticketing system
  • Savvy with web applications and a knack for learning and understanding systems
  • Skilled at identifying issues and clearly communicating their resolution
  • Outgoing personality with a penchant for learning and teaching
  • Incredibly organized with the ability to multi-task
  • Understanding of e-commerce and/or loyalty and rewards, SaaS Platform and APIs is a bonus