Customer Support Associate

This range is provided by TopHat HR. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$50,000.00/yr - CA$55,000.00/yr

About Us:

Tophat HR is a boutique consulting firm. We are experts in tailored and comprehensive human resources consulting & management services.

About The Role:

We are looking for a Customer Support Associate for one of our SaaS clients who are rapidly expanding their Customer Success team.

Responsibilities:

• Customer Support Assistance (First Response & Triage)
• Monitor incoming customer inquiries (email, chat, ticketing)
• Provide first response to acknowledge the request and set expectations
• Route issues to the appropriate team (CSMs, Eng, Logistics, etc.) and follow up to ensure timely responses
• Track response times and escalate ...