📍 Job Overview

• Job Title: Customer Support Specialist
• Company: Knak
• Location: Canada - Remote
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: 2025-06-19
• Experience Level: Entry Level (0-2 years)
• Remote Status: Remote

🚀 Role Summary

Knak, a mission-driven enterprise email and landing page creation platform, is seeking a Customer Support Specialist to join their fully remote team. This role involves assisting customers with product issues, ensuring they get the most out of Knak, and being a point of contact for customer success.

📝 Enhancement Note: This role requires strong customer service skills, problem-solving abilities, and a passion for helping others. Familiarity with SaaS products and customer-facing solutions like Intercom and Zendesk would be an asset.

💻 Primary Responsibilities

• Product Expertise: Become an expert with the Knak platform to provide accurate and timely support to customers.
• Customer Communication: Respond to customer queries via phone, email, or chat, ensuring customer satisfaction and retention.
• Documentation & Training: Create and maintain help documentation and support videos to improve customer self-service and onboarding.
• Feedback Collection: Gather customer feedback and feature requests to share with relevant teams (Product, Sales, CS, and Marketing).
• Ticket Triage: Proactively triage support tickets and collaborate with the development team to ensure timely resolution.
• Customer Health Monitoring: Monitor customer health and work with assigned Customer Success Managers (CSMs) to provide solutions and support.
• Feature Sharing: Share feature requests and effective workarounds with team members and customers to enhance their experience.

📝 Enhancement Note: This role requires strong multitasking skills, as well as the ability to empathize with customers and identify their needs to help them adopt features effectively.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience is preferred.

Experience:

• Proven customer service experience, preferably in a SaaS/Tech environment.
• Demonstrated ability to empathize with customers and multitask effectively.
• Strong problem-solving and communication skills.
• Experience writing and maintaining support documentation.
• Working knowledge of customer-facing solutions such as Intercom and Zendesk is an asset.
• Knowledge of HTML/CSS and experience with emails or landing pages is an asset.
• Ability to thrive and adapt in a fast-paced, evolving work environment.
• Self-starter attitude with a passion for helping others and solving problems.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience and location. (Research shows that the average salary for a Customer Support Specialist in Canada is CAD 45,000 - 60,000 per year.)

Benefits:

• Equity in the company
• Great benefits package
• Paid vacation and life leave days
• Team lunches and off-sites
• Commitment to career growth and development

Working Hours: Full-time, with a flexible schedule that may include evenings and weekends to accommodate customer time zones.

🎯 Team & Company Context

Company Culture: Knak prioritizes culture as its number one pillar, focusing on hiring smart, positive individuals who want more than a typical nine-to-five job. They offer an extremely rewarding work environment, as acknowledged by Ottawa's Best Places to Work 2024.

Founded: 2015

Team Structure: The Customer Success team works closely with customers to ensure they get the most out of Knak. They collaborate with other teams, such as Product, Sales, and Marketing, to gather feedback and improve the platform.

Development Methodology: Knak follows Agile methodologies, focusing on continuous improvement and customer success.

Company Website: Knak

📝 Enhancement Note: Knak values diversity and inclusion, encouraging applicants from all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. They are committed to creating an inclusive, barrier-free working environment and will accommodate interview process needs upon request.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in customer support, focusing on day-to-day customer interactions and issue resolution. It provides an excellent foundation for a career in customer success or customer support management.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Success Manager.

Technical Impact: This role directly impacts customer satisfaction and retention by ensuring customers get the most out of Knak's platform and addressing their concerns promptly and effectively.

Growth Opportunities:

• Career Progression: With experience and strong performance, there may be opportunities to advance to a Customer Success Manager or similar role.
• Skill Development: This role offers the chance to develop strong customer service skills, problem-solving abilities, and experience with customer-facing solutions like Intercom and Zendesk.
• Leadership Potential: As the team grows, there may be opportunities to mentor new team members and contribute to process improvement.

🌐 Work Environment

Office Type: Fully remote, with no physical office location.

Office Location(s): N/A (fully remote)

Workspace Context:

• Remote Work: Knak provides the necessary tools and resources for remote work, such as a laptop and software access.
• Collaboration: The team uses collaboration tools like Slack, Google Workspace, and project management software to stay connected and organized.
• Team Interaction: Regular team meetings and one-on-ones help foster a collaborative and supportive work environment.

Work Schedule: Flexible, with a focus on customer support during peak hours and time zones.

📝 Enhancement Note: Knak's fully remote work environment allows for a high degree of flexibility and work-life balance, making it an attractive option for those seeking a remote customer support role.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
2. Technical Assessment: A practical exercise or case study to evaluate problem-solving skills and customer support abilities.
3. Final Interview: A discussion with the hiring manager or team lead to assess fit and answer any remaining questions.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on customer service skills and best practices.
• Familiarize yourself with common customer support tools like Intercom and Zendesk.
• Prepare examples of when you've gone above and beyond to assist a customer or resolve a difficult issue.

ATS Keywords: (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understanding and sharing the feelings of customers to provide personalized and effective support.
• Patience: Remaining calm and composed when dealing with difficult or frustrated customers.
• Problem-Solving: Identifying and resolving customer issues efficiently and effectively.
• Communication: Listening actively to customers and conveying information clearly and concisely.

Collaboration Style:

• Cross-Functional Collaboration: Working closely with other teams, such as Product, Sales, and Marketing, to gather feedback and improve the platform.
• Knowledge Sharing: Regular team meetings and one-on-ones foster a collaborative and supportive work environment.
• Continuous Learning: Knak encourages team members to stay up-to-date with industry trends and best practices in customer support.

📝 Enhancement Note: Knak's customer support team values empathy, patience, problem-solving, and clear communication to provide exceptional service to their customers. They foster a collaborative and supportive work environment that encourages continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Customer Expectations: Managing customer expectations and ensuring they understand the capabilities and limitations of the Knak platform.
• Issue Resolution: Diagnosing and resolving complex technical issues in a timely and efficient manner.
• Customer Retention: Identifying at-risk customers and proactively addressing their concerns to prevent churn.

Learning & Development Opportunities:

• Customer Service Training: Knak provides training and resources to help team members develop strong customer service skills and stay up-to-date with industry best practices.
• Conferences & Certifications: Encouraging team members to attend industry conferences and pursue relevant certifications to advance their careers.
• Mentorship & Leadership: Providing opportunities for team members to mentor new hires and contribute to process improvement, fostering leadership skills and growth.

📝 Enhancement Note: Knak's customer support team faces technical challenges related to customer expectations, issue resolution, and customer retention. They offer learning and development opportunities, such as customer service training, conference attendance, and mentorship programs, to help team members grow and advance in their careers.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Be prepared to discuss your experience with customer service and how you've handled difficult or unique situations in the past.
• Problem-Solving: Demonstrate your ability to diagnose and resolve technical issues by walking through a hypothetical customer support scenario.
• Platform Familiarity: Familiarize yourself with the Knak platform and be ready to discuss its features and benefits.

Company & Culture Questions:

• Company Mission: Research Knak's mission and be prepared to discuss how you align with their commitment to empowering people to be creative.
• Customer Success: Explain how you approach customer success and ensuring customers get the most out of the Knak platform.
• Team Dynamics: Describe your experience working in a remote team and how you've contributed to a positive and collaborative work environment.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Knak's customer support interview process focuses on assessing candidates' customer service skills, problem-solving abilities, and cultural fit. They value candidates who align with their mission and can contribute to a positive and collaborative remote work environment.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your customer service experience, problem-solving skills, and any relevant experience with customer-facing solutions like Intercom and Zendesk.
3. Prepare for the phone/video screen and technical assessment by brushing up on your customer service skills and familiarizing yourself with common customer support tools.
4. Research Knak's mission and company culture to ensure you align with their values and commitment to customer success.
5. Follow up with the hiring manager or team lead after the final interview to express your interest in the role and reiterate your qualifications.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.