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 unresolved issues Customer Expansion & Upsell Identification Identify active customers with upsell potential based on usage data Surface expansion ...