User Support Specialist

ProductFull TimeRemote

Apply Now

Ten Thousand Coffees (10KC) is looking for a User Support Specialist whose primary responsibility is the well-being of our users. As the User Support Specialist, you'll get to own a great deal of how users are supported using our product — including chatting with users over Intercom (and sometimes email), owning our help documentation and tutorials, and defining what our user support practices are.

You'll help with product issues and collect feedback, support new users learning how to use the platform, and help support our internal team with issues as they arise.

We are looking for someone to bring the best of what they know to a user support role. You'll need to be organized, an excellent communicator (in writing and in-person), and demonstrate great empathy for our users.

This is a new role at Ten Thousand Coffees, so there is incredible room for growth on the support team.

What you will do:

  • End user support via Intercom, email, and phone
  • Product issue investigation, triage, prioritization, reproduction, and status communication
  • Internal documentation support
  • Prioritization and advocation for high impact product improvements
  • Contributing with authority and autonomy

What you bring:

  • Experience in customer support, preferably for an Enterprise SaaS platform
  • Excellent problem solving and critical thinking abilities
  • Excellent written and oral communication skills
  • Empathy for our users and your co-workers
  • Ability to triage technical issues
  • Strong organization skill

About Ten Thousand Coffees

We’re Ten Thousand Coffees (10KC), pioneers of the enterprise talent development space. Our platform smart matches colleagues together to develop through informal, virtual coffee chats. We’ve built award winning partnerships to build connectivity and talent development in enterprise, academic and industry organizations. Our clients include Fortune 1000s like RBC, AIG, PwC, McKesson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Out Leadership. We have big plans to grow and are building a world-class team to help us meet and exceed our ambitious goals.

We celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allow our employees and our product to deliver on our mission of democratizing opportunity.

Ten Thousand Coffees is now permanently remote and building a digital-first culture. We welcome applications from across Canada.

Benefits & Perks

  • Permanently remote - work from anywhere in Canada
  • Health & Dental Benefits
  • Vacation and Flex Time
  • Flexible working hours to suit your style and needs
  • Home Office set up allowance
  • Phone & Internet subsidy
  • Fitness subsidy
  • Stress Management, Wellbeing, and unlimited Mental health support
  • Employee Assistance Program
  • Parental Leave Policy

Please note that our system displays PDF resumes more clearly & preserves your formatting. Other formats are accepted, but PDF is strongly preferred.