What We're Looking For

We're looking for a full-time Customer Support Specialist to join our small but mighty support team. This is a remote position open to candidates in Canada or the US, with core hours of 9am–5pm PST (12–8pm EST) and one Saturday or Sunday each week to support our customers and grocery partners.

This is a complex role — part problem-solver, part relationship-builder. You'll be hands-on in resolving customer inquiries with accuracy, efficiency, and empathy, while also helping shape how we deliver a best-in-class support experience.

This role is ideal for someone who:

• Thrives in a small, fast-moving, mission-driven support team
• Takes ownership and drives customer issues from first contact to resolution
• Collaborates effectively across teams (Product, Engineering, Partnerships, Customer Support Manager)
• Balances speed with quality, accuracy, and empathy
• Is motivated by solving real-world problems for shoppers and grocery partners alike

What You'll Do

Customer Support & Issue Resolution

• Respond quickly and professionally to escalated customer support requests across both apps — primarily via email tickets, with some phone support each day
• Respond to customer service inquiries on social media platforms with timely, professional, and empathetic responses
• Troubleshoot customer issues across multiple internal systems with accuracy and empathy, providing clear guidance and timely resolutions
• Handle multiple cases simultaneously while maintaining attention to detail and a positive customer experience
• Deliver a customer-first experience in every interaction, turning challenges into opportunities to build loyalty

Technical Issue Monitoring & Escalation

• Identify, document, and monitor recurring technical issues or bugs
• Act as a liaison between customers and internal teams (Product, Engineering, Partnerships), ensuring issues are communicated clearly and resolved efficiently
• Proactively follow up on open cases to keep customers informed and build trust

Collaboration & Continuous Improvement

• Work closely with the Customer Support Manager and internal teams to share customer insights and feedback that drive product and process improvements
• Contribute to support resources such as FAQs, help center articles, and internal documentation
• Participate in team discussions and take on independent projects that improve the customer experience and support operations

What You'll Bring

• Bilingual — fluent in French and English (required)
• 2–4 years of customer or technical support experience in the tech space, ideally at a fast-paced start-up (B2B or B2C)
• Excellent written communication skills — clear, concise, and professional across all customer interactions
• Strong troubleshooting skills across a variety of systems, with the ability to figure things out independently
• Office or remote work experience, with a track record of managing responsibilities, deadlines, and projects
• Strong attention to detail with accurate documentation and process adherence
• Comfortable collaborating cross-functionally in a dynamic, fast-moving environment
• A proactive, go-getter mindset and willingness to take on a broad spectrum of work, including independent projects

Nice to Have

• Based in the PST time zone; able to work one weekend day
• Familiarity with support ticket platforms (Zendesk, Jira, Freshdesk, etc.)
• Experience in grocery, retail, or marketplace businesses
• Passion for food, sustainability, or mission-driven companies

What We Offer

• Competitive salary and comprehensive benefits, including health, dental, and vision insurance
• 100% remote work with flexibility and trust
• Mission-driven work that reduces food waste and expands access to affordable food
• A fast-growing, collaborative team with big ambitions
• Real opportunities for career growth