ABOUT US:

Our company helps Canadian entrepreneurs turn their business ideas into reality. We provide the tips, tools, and resources members need to start and grow their business without the endless searching for answers. From planning to funding, our company is with members every step of the way to help you succeed.

JOB SUMMARY:

The Email Support Specialist will be responsible for handling member inquiries and support requests via email. This position requires exceptional written communication skills, strong attention to detail, and the ability to efficiently resolve member concerns while maintaining a high standard of professionalism.
You will work Saturday through Wednesday, with Thursday and Friday off each week. Please note that in-person attendance is mandatory every Monday, Tuesday, and Wednesday. Remote work is not permitted on these days under any circumstances. This structure supports team collaboration and consistent support coverage.

SKILLS:

• Proven experience in customer service, preferably in email support.
• Exceptional written communication skills with strong attention to detail.
• Ability to manage multiple inquiries efficiently while maintaining high-quality responses.
• Strong problem-solving skills and a customer-centric approach.
• Ability to work independently and collaborate effectively with a team.

REQUIREMENTS:

✅ Language Proficiency: Fluency in English at a native or equivalent level is required, including impeccable grammar, spelling, and professional email etiquette.
✅ High-Volume Email Management: Capable of managing and responding to 100+ emails per day with a high level of accuracy and professionalism.
✅ Strong Sense of Responsibility: A strong sense of responsibility, ensuring all assigned emails are addressed and resolved by the end of the day, with no pending tasks left incomplete.
✅ Exceptional Time Management: Exceptional time management skills, with the ability to prioritize urgent inquiries while maintaining high-quality responses.
✅ Self-Motivation & Work Ethic: Self-motivated and disciplined, with a strong work ethic to independently complete tasks and consistently meet daily quotas.
✅ Startup & Small Business Knowledge: Familiarity with small businesses or startups, including their operations and challenges.
✅ Customer-Facing Experience: Over 2 years of experience in customer-facing roles, such as customer success, account management, or strategy.
✅ Work Schedule & Location: Availability to work Saturday through Wednesday, 9AM - 5PM, in our office in Etobicoke.

✅ Accurate Information Delivery: Respond promptly and professionally to member inquiries via email.
✅ Issue Resolution & Troubleshooting: Provide accurate information regarding products, services, policies, and order statuses. Troubleshoot and resolve member issues, including returns, refunds, and technical inquiries.
✅ Record Keeping & CRM Management: Maintain detailed and accurate records of member interactions in the CRM system.
✅ Internal Team Collaboration: Collaborate with internal teams (e.g., Sales, Product) to ensure timely issue resolution.
✅ Continuous Improvement: Identify recurring member concerns and provide feedback for process improvements.
✅ Product Knowledge & Policy Awareness: Stay informed about company policies, products, and promotions to deliver up-to-date support.