Customer Support Associate in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Associate in Canada.

In this role, you will support a global community of scientific and technical users by resolving complex customer issues across a diverse suite of research and laboratory software products. You will act as a key point of contact for escalations, troubleshooting cases that span account setup, product usage, licensing, and technical workflows. The position requires strong cross-functional collaboration, as you will work closely with teams in Product, DevOps, Finance, QA, and Sales to ensure timely and accurate resolution of customer needs. You will also play a role in improving processes, enhancing knowledge resources, and contributing to customer success initiatives in a fast-changing environment. This is a highly dynamic, remote-friendly role where clear communication, ownership, and adaptability are essential. Your work will directly support scientific organizations in accelerating research and innovation worldwide.

• Manage and resolve customer support cases end-to-end, including technical troubleshooting, account setup, licensing, installation, and order-related requests.
• Handle escalated issues requiring deeper investigation, judgment, and cross-functional coordination.
• Collaborate with Sales, Finance, DevOps, Product, and QA teams to ensure timely and complete issue resolution.
• Maintain high-quality written communication with customers throughout the support lifecycle, ensuring clarity and professionalism.
• Support customer success activities such as account health monitoring, CSAT tracking, and engagement improvement initiatives.
• Contribute to process improvement, knowledge base development, and identification of recurring product or workflow issues.

• 5+ years of experience in customer support, customer success, or account management within a software environment.
• Hands-on experience using Zendesk or similar ticketing/support platforms.
• Strong ability to manage complex customer cases end-to-end with excellent written and verbal communication skills.
• Experience working with technical or scientific software products, or ability to quickly learn complex technical domains.
• Proven ability to work effectively in remote, distributed teams with strong ownership and proactive communication.
• Background in customer-facing roles such as sales support, account management, or technical support is highly valued.
• Strong problem-solving skills and comfort working in evolving, fast-changing environments.

• Fully remote position based in Canada with flexible work arrangements within a global organization.
• Opportunity to support world-leading scientific software used by researchers in over 180 countries.
• Exposure to a diverse portfolio of advanced technical and scientific applications.
• Collaborative, cross-functional environment working closely with engineering, product, and scientific experts.
• Strong focus on professional growth, learning, and cross-domain skill development.
• Opportunity to contribute directly to improving scientific research workflows and global innovation.
• Inclusive and equal-opportunity workplace culture.