Location: Toronto, Canada (Remote)
Company: Contra
Job details
Job Type: Full-Time
Compensation: $70,000 CAD, Health + dental benefits, Laptop provided
About Us:
Contra is revolutionizing the world of work with an industry-leading platform for managing and scaling flexible workforces. We provide tools for hiring, onboarding, managing, and paying flexible talent. Contra is backed by top VCs and has a network of over 500k freelancers and 15k clients.
Role Overview:
As the Support Lead, you will optimize our support platform (Intercom), improve user interactions, and streamline support operations. Your goal is to enhance the efficiency and effectiveness of our support operations.
Key Responsibilities:
– Become an expert in Contra’s product, focusing on user workflows and platform functionality.
– Identify and resolve user issues promptly, ensuring SLAs/turnaround times are met.
– Lead best practices and process improvement initiatives.
– Provide top-tier support, collaborating with engineering, product, and other teams.
– Update and refine the knowledge base and help content.
– Enhance support operations, focusing on reducing response and resolution times.
– Analyze performance metrics to identify opportunities for improvement and automation.
Requirements:
– 2-3+ years of support experience.
– Proven track record in driving user retention and growth.
– Strong communication and interpersonal skills.
– Excellent problem-solving and strategic thinking abilities.
– Located in Toronto, Canada.
Benefits:
– Competitive salary: $70,000 CAD
– Health and dental benefits
– Laptop provided
Interview Process:
- Intro Call with Recruiting Team (15-20 minutes)
- Interview with Head of Operations (45 minutes)
- Paid Case Study + Presentation to Head of Operations + Head of Community (45 minutes)
- Interview with CEO & Co-Founder (30 minutes)
Job link
https://weworkremotely.com/remote-jobs/contra-support-lead
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