Customer Support Specialist - Tier 1

Canopy, Utah

About Us

Canopy is a fast-growing SaaS company in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

Our goal is to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. 

Click here to see why our clients love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

As a member of the Customer Support team, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. 

Canopy has earned a reputation for fast, friendly and efficient customer support. Through earnest desire to learn and progress, you will build upon this reputation. This is not a role in which you simply answer phones and read from a script. You will think critically to help to create new pathways for our customers, outline solutions, and form the foundation of a rapidly-growing company and team.

What You'll Do 

• Anticipate and resolve customer issues in a professional and timely manner
• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and advocate for their needs, adjusting urgency and escalation based on customer context and issue severity
• Develop sound understanding of Canopy’s current and upcoming features
• Identify opportunities to answer questions, even before they are asked
• Explain step-by-step instructions and assist users in navigation through software
• Drive value to customers by informing them of new resources and products that will make an impact on their businesses 
• Maintain a positive and patient attitude with all customers
• Coordinate within the organization for technical and account level issues
• Help improve and perfect processes across the support organization

What we’re Looking For

• A self-starter with desire to take ownership of the role and above responsibilities
• Tech-savvy with the ability to learn software and new tools quickly
• Organizational skills, creativity, and a solution-oriented focus
• Willingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions
• Excellent written and verbal communication skills in the English language
• Ability to pivot with a growing company and accept new challenges
• Be able to type at 50 wpm or faster
• Excitement about implementing and utilizing AI in day to day work flows 

Essential Functions

• Work a consistent and reliable full-time schedule, including adherence to assigned shifts, breaks, and attendance expectations.
• Schedule: Typically 40 hours per week, Monday through Friday. In-office, MWF. Individual schedules may vary slightly based on team needs and role responsibilities. May require evening or weekend coverage depending on team rotation and seasonality.
• Ability to sit or stand at a desk for extended periods of time, while using a computer for extended periods.
• Ability to operate a computer throughout the day.
• Ability to communicate clearly and professionally in writing and verbally, with external customers and internal employees, via phone and computer systems (with or without reasonable accommodations).
• Ability to use sales tools such as Salesforce, Intercom, Google Suite, Slack.

• Maintain focus and professionalism in high-pressure situations.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have:

• Experience in support ticketing systems
• Previous customer service and support experience
• 2-3 years experience in a call center environment
• Experience in the accounting & tax software space

Why You Want to Work Here:

🌴 Flexible Paid Time Off - that you’re actually encouraged to use plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 DEIB Committee - to plan initiatives around continuing education, community  outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.

Our Values:

We approach our work every day with a few things in mind:

🔑 Own - we own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - we win by delighting our customers with the very best products and services.

👍 Do Good - we work hard to be good people!

💡 Embrace Curiosity & Candor - we approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

🚀 Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

To learn more about us & our values, click here.

Interviewing @ Canopy:

We know application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20 minute phone call with the People Team
• 45-60 minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

Who we are 

KitchenPark empowers restaurateurs globally to thrive in the digital food delivery landscape. Our mission is centered on enhancing affordability, quality, and convenience for all.

By repurposing underutilized properties into smart kitchens, we provide superior service to restaurateurs, customers, and local communities. Each facility launch drives local employment and broadens access to diverse, healthy, and cost-effective culinary options.

From first-time entrepreneurs to established global quick-service brands, we are fundamentally reshaping the industry for every restaurateur.

We are looking for an experienced Tax Associate to join our Middle East finance team on a full-time basis. In this role, you will ensure the accurate and timely execution of indirect tax processes while maintaining strict compliance with internal policies and external regulations. You will assist with tax liability calculations, form preparation, and regulatory filing. Additionally, you will maintain tax records, prepare indirect tax returns, and collaborate with external consultants, auditors, and legal teams regarding entity maintenance and tax compliance.

What you’ll do

• Assist with the calculation of tax liabilities, tax form preparation, and external filing/reporting throughout the GCC region.
• Assist with tax-specific transaction recording and records maintenance (e.g., tax journals, capital expenditure details required for tax calculations, tax depreciation schedules, etc.).
• Assist with consultation with external consultants and agencies on tax matters (e.g., external auditors, lawyers, regulatory agencies, etc.).
• Coordination with legal on legal entity maintenance from a tax perspective.
• Assist with various Middle East  tax projects for HQ as required, including gathering specific data quarterly and annually.
• Prepare indirect tax returns.
• Interact with third-party providers.
  
  

What we’re looking for

• You must have 3+ years of relevant direct (corporate income) and indirect (VAT) experience in local jurisdictions
• 1+ years of transfer pricing experience
• Someone who can handle multiple tasks and prioritize accordingly
• Experience working in-house is essential
• Experience working within a management consultancy firm is ideal

Why join us 

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery. 
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know 

This role is based in our Amman, Jordan office. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week. 

Ready to join us as we serve those who serve others? 

#LI-Onsite