Technical Support Specialist

Power the Events That Shape Industries

Want to work directly with global brands, support live events, and solve real customer problems in your first year out of school?

At PheedLoop, we build critical technology for the global events industry. From conferences and trade shows to hybrid and virtual experiences, our software powers high-impact events around the world. As one of Canada’s fastest-growing event technology companies, we design systems that simplify, automate, and monetize events; including self-check-in hardware, smart badges, and a powerful SaaS platform. We move fast. We listen to customers. We build quickly. And we care deeply about delivering real results.

If you're ambitious, love solving problems, and want a role where your work directly impacts customers and event success, this is for you. This is a 100% in-person role at our Toronto office.

What Will My Impact Be?

As a Technical Support Associate, you will provide customers with the first line of defense for support across the PheedLoop platform. You will work directly with customers through phone calls, email support, video calls, and troubleshooting sessions to ensure their events run smoothly. You will:

• Provide frontline support and troubleshooting for customers using the PheedLoop platform.
• Act as the first point of contact for customer questions and technical issues.
• Help customers resolve issues quickly and effectively during event preparation and live event periods.
• Manage a high volume of support requests while prioritizing effectively.
• Provide onboarding support and technical recommendations to customers.
• Contribute directly to key metrics including Customer Satisfaction Score Responses, Net Promoter Scores, onboarding scores, and response times.
• You will play a critical role ensuring customers receive fast, reliable, and effective support.

Your Day-to-Day

• Provide frontline technical support via email and phone.
• Conduct troubleshooting calls and video support sessions with customers.
• Manage and prioritize incoming support requests.
• Assist customers with platform setup and configuration.
• Lead onboarding sessions and platform walkthroughs for new customers when needed.
• Develop deep expertise in the PheedLoop platform.
• Support customers during key event moments (including occasional evening or weekend support closer to event dates, with advance planning)

What You’ll Gain

• Direct exposure to SaaS operations and customer support strategy.
• Experience supporting large-scale events and global brands.
• Real ownership early in your career.
• Cross-functional collaboration with Sales, Engineering, and Leadership.
• A fast-paced environment that accelerates growth.

Many candidates begin in this role and grow into the following types of roles:

• Senior roles within Customer Success Department
• Account Management

What You’ll Need to Succeed

• Recently graduated or are graduating soon!
• Strong written and verbal communication skills (English).
• High work ethic and positive, energetic attitude.
• Ability to work independently while collaborating with a team.
• Bachelor’s degree.

Good to have but not required: 1 year of experience in customer success, customer service, account management, retail, hospitality, or other roles involving direct interaction with customers.

What Would Make You an All-Star

• Experience in the events industry (conferences, trade shows, etc.)
• Experience supporting or troubleshooting SaaS platforms
• Experience working in a startup or small business environment
• Experience working in retail customer service
• Bilingual proficiency (English and French)
  

Workplace Benefits

• 100% employer-paid health coverage.
• Office directly connected to the TTC subway.
• Team lunches, learning opportunities, and regular team outings.
• An ambitious, high-performance team culture.

Who We’re Looking For

We’re looking for ambitious, hard-working individuals who thrive in environments where they are expected to think critically, move quickly, and take ownership. You should enjoy solving problems, supporting customers, and ensuring events run smoothly.

You’ll be surrounded by a team that works hard, moves fast, and genuinely enjoys building together. If you feel you have untapped potential and want to be challenged, supported, and pushed to grow; PheedLoop is the right place for you!