Customer Support Specialist

About the job

Job Description Title: Customer Support Specialist

Location: Canada (Remote)

Reports to: Director, Customer Success

Vacancy: This is an existing position

Position Overview Customer Support Specialists are the frontline of the customer experience, providing accurate, empathetic, and solution oriented support to dealership users across applications, data, integrations, and services. This role focuses on diagnosing issues, guiding users through complex workflows, and managing expectations in fastpaced dealer environments where timing and clarity matter.

Support Specialists partner closely with dealers, internal teams, and product stakeholders to ensure timely, highquality resolutions, while acting as a trusted advisor who understands both the technology and the operational realities of automotive retail.

Key Responsibilities

• Serve as the first point of contact for customer inquiries related to usability, configuration, data, and software behavior
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate
• Communicate clearly and empathetically to explain solutions, system behavior, and next steps
• Document cases thoroughly and accurately in CRM and ticketing systems
• Adhere to defined workflows, SLAs, and escalation processes to ensure consistent, reliable support
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and surface recurring defects
• Contribute to knowledge base content, playbooks, and continuous process improvements

Education, Experience & Competencies

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience
• 1–3 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment
• Handson experience supporting dealer and OEM facing automotive software and data platforms
• Experience troubleshooting F&I systems, Authentication and Access, VIN decoding, incentives, configuration/build data, APIs, payments, reporting, and real dealer cases
• Experience supporting customers across multiple channels (phone, email, chat, ticketing systems)
• Experience managing customer inquiries and escalating complex issues using defined processes
• Dealer / automotive industry experience is an asset

Technical Skills

• Familiarity with automotive data concepts and systems
• Working knowledge of REST/SOAP APIs and data formats (JSON/XML)
• Experience with CRM and ticketing platforms (e.g., Salesforce Service Cloud); telephony experience preferred
• Comfort using diagnostic tools, internal test utilities, and data validation tools

Core Competencies

• Strong analytical, triage, and troubleshooting skills
• Clear written and verbal communication
• Customer empathy and professional presence
• Strong organizational habits and attention to detail
• Adaptability and resilience in fastpaced, high volume environments
• Demonstrated ability to learn complex systems and product ecosystems

People & Culture

• Demonstrates a customer-first, service-centric mindset in every interaction
• Operates with professionalism, tact, and accountability
• Collaborates openly with peers and cross-functional partners
• Contributes to a culture of trust, continuous improvement, and shared learning
• Embraces feedback and coaching to support ongoing growth and development

Work Requirements

• Availability to work flexible shifts: primarily Mon–Fri, 8:00am–9:00pm EST, Sat 10:00am-4:00pm EST including statutory holidays and overtime as needed, in some service teams 24x7x365.