User support

at  Transit App

In this role you’ll be one part anthropologist, one part air traffic controller, one part urbanist guru. Understanding how people use the app, triaging issues they encounter, while flitting across the globe… virtually… within a single day. As part of the Service Delivery team, your morning might be spent answering emails about the New Orleans streetcar, complaints from Brooklynites asking why the L is late (again), and one sweet-but-intimidating Oklahoma grandma asking where her GO crowdsourcing points have all gone. After lunch, you’ll put out a small fire: an obscure bug that affects scooter access… but only in New Zealand. Other days will be slowerish, allowing you to chip away at some of your “big picture” projects — like streamlining our support system, writing fabulous copy for our users’ edification ‍ ️, championing user requests to our product team, and learning to speak Developer.
Because we don’t have offices in our 600+ supported cities (besides Montreal), our users play a key role in alerting us to issues. Answering that one gruff email can often help solve issues for hundreds — or thousands! — of irritated users, who were too busy to write to us. Doing so with graciousness and empathy, you’ll win over hearts and minds, giving our users renewed trust in public transit at a time when it’s desperately needed.
We have a strong support culture here at Transit. The reason millions of people are using our app isn’t just because Transit, the app™ is great. It’s because there’s no barrier between how Transit’s users are actually encountering the app and the product getting built. As the first line of contact with our app users, you’ll be responsible for sharing feedback about what users are thinking, what they hate, what they love, and how they interact with the app to our developers, designers, and the rest of the company.
As the voice of our users, you’ll track new features from development to release and create new user facing documentation on them, help our developers crush bugs, and ensure that the app is the best it can be for our users.

✅ REQUIREMENTS

• Can digest large amounts of information to ferret out what’s important, and loves solving word and data puzzles
• Is not freaked out by managing lots of simultaneous tasks (you gotta be one-part air traffic controller, remember!)
• Has empathy: if you feel anxious/distracted when you know someone isn’t being helped, that’s a good thing
• Is a human checklist of the following adjectives: quick-to-learn, curious, and diligent
• Has the discipline and drive to follow up on tasks and projects that require more than one email, one day, or one meeting
• You’ll be the glue between the back end of the app and the user – you must be comfortable with working with Transit’s technical teams, and be curious about how the app works (no technical experience required, though!)
• Excellent spoken and written English, with a minimum expectation of intermediate skills in written French to communicate with our users. (95% of the user-facing communications for this position concerns users outside Quebec, and will therefore be in English)
• Keen to help us improve and expand our user-facing Help Centre using keyword optimization, and has a good eye for flow and structure in English writing
• Remembers to include the words “Ice cream at Kem Coba?” in the subject line when they apply
• You’re passionate about urbanism and transit!
• Ability to legally work in Canada (no sponsorship available)

$45 000 - $58 000 CA PER YEAR, BASED ON EXPERIENCE

• Stock options
• Comprehensive medical and dental coverage
• 5 weeks vacation
• Four-day work week at full-time salary (yes, you read that right)
• Apple laptop and equipment
• $1,600 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
• A training and development budget
• Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
• Flexible work hours
• Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]
• When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…
• Communal lunch-and-learn with free food in the office each week

✅ REQUIREMENTS

• Can digest large amounts of information to ferret out what’s important, and loves solving word and data puzzles
• Is not freaked out by managing lots of simultaneous tasks (you gotta be one-part air traffic controller, remember!)
• Has empathy: if you feel anxious/distracted when you know someone isn’t being helped, that’s a good thing
• Is a human checklist of the following adjectives: quick-to-learn, curious, and diligent
• Has the discipline and drive to follow up on tasks and projects that require more than one email, one day, or one meeting
• You’ll be the glue between the back end of the app and the user – you must be comfortable with working with Transit’s technical teams, and be curious about how the app works (no technical experience required, though!)
• Excellent spoken and written English, with a minimum expectation of intermediate skills in written French to communicate with our users. (95% of the user-facing communications for this position concerns users outside Quebec, and will therefore be in English)
• Keen to help us improve and expand our user-facing Help Centre using keyword optimization, and has a good eye for flow and structure in English writing
• Remembers to include the words “Ice cream at Kem Coba?” in the subject line when they apply
• You’re passionate about urbanism and transit!
• Ability to legally work in Canada (no sponsorship available)

$45 000 - $58 000 CA PER YEAR, BASED ON EXPERIENCE

• Stock options
• Comprehensive medical and dental coverage
• 5 weeks vacation
• Four-day work week at full-time salary (yes, you read that right)
• Apple laptop and equipment
• $1,600 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
• A training and development budget
• Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
• Flexible work hours
• Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]
• When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…
• Communal lunch-and-learn with free food in the office each week

✅ REQUIREMENTS

• Can digest large amounts of information to ferret out what’s important, and loves solving word and data puzzles
• Is not freaked out by managing lots of simultaneous tasks (you gotta be one-part air traffic controller, remember!)
• Has empathy: if you feel anxious/distracted when you know someone isn’t being helped, that’s a good thing
• Is a human checklist of the following adjectives: quick-to-learn, curious, and diligent
• Has the discipline and drive to follow up on tasks and projects that require more than one email, one day, or one meeting
• You’ll be the glue between the back end of the app and the user – you must be comfortable with working with Transit’s technical teams, and be curious about how the app works (no technical experience required, though!)
• Excellent spoken and written English, with a minimum expectation of intermediate skills in written French to communicate with our users. (95% of the user-facing communications for this position concerns users outside Quebec, and will therefore be in English)
• Keen to help us improve and expand our user-facing Help Centre using keyword optimization, and has a good eye for flow and structure in English writing
• Remembers to include the words “Ice cream at Kem Coba?” in the subject line when they apply
• You’re passionate about urbanism and transit!
• Ability to legally work in Canada (no sponsorship available)

$45 000 - $58 000 CA PER YEAR, BASED ON EXPERIENCE

• Stock options
• Comprehensive medical and dental coverage
• 5 weeks vacation
• Four-day work week at full-time salary (yes, you read that right)
• Apple laptop and equipment
• $1,600 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
• A training and development budget
• Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
• Flexible work hours
• Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]
• When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…
• Communal lunch-and-learn with free food in the office each week

RESPONSIBILITIES

• Monitor Transit’s email inbox to make sure the most important issues are getting flagged to the rest of the team
• Triage and respond to user feedback to ensure everyone is helped in a timely manner
• Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail – for example, you will uncover why a user is not able to purchase a new bus ticket, or why real-time arrival data is not appearing for one specific user.
• Be on the lookout for new features by attending demos so you know what users are talking about, and share user feedback for product development.
• Your partners in crime will be developers, data integrators, product designers, and communications people. Yes it’s a lot of moving parts — and you’ll often be the glue between them!
• Maintain, improve, and create new support resources like our user-facing Help Centre, employee-facing wikis, and other miscellanea.
• Be the champion of the end user to the rest of the company. This is a big one.

RESPONSIBILITIES

• Monitor Transit’s email inbox to make sure the most important issues are getting flagged to the rest of the team
• Triage and respond to user feedback to ensure everyone is helped in a timely manner
• Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail – for example, you will uncover why a user is not able to purchase a new bus ticket, or why real-time arrival data is not appearing for one specific user.
• Be on the lookout for new features by attending demos so you know what users are talking about, and share user feedback for product development.
• Your partners in crime will be developers, data integrators, product designers, and communications people. Yes it’s a lot of moving parts — and you’ll often be the glue between them!
• Maintain, improve, and create new support resources like our user-facing Help Centre, employee-facing wikis, and other miscellanea.
• Be the champion of the end user to the rest of the company. This is a big one.

RESPONSIBILITIES

• Monitor Transit’s email inbox to make sure the most important issues are getting flagged to the rest of the team
• Triage and respond to user feedback to ensure everyone is helped in a timely manner
• Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail – for example, you will uncover why a user is not able to purchase a new bus ticket, or why real-time arrival data is not appearing for one specific user.
• Be on the lookout for new features by attending demos so you know what users are talking about, and share user feedback for product development.
• Your partners in crime will be developers, data integrators, product designers, and communications people. Yes it’s a lot of moving parts — and you’ll often be the glue between them!
• Maintain, improve, and create new support resources like our user-facing Help Centre, employee-facing wikis, and other miscellanea.
• Be the champion of the end user to the rest of the company. This is a big one.