Unito

Customer Support Representative

Full-Time in Montreal, QC - Entry Level - Customer Success

Unito is a work collaboration tool based in Montreal. We're a VC-backed SaaS company, dedicated to helping teams all over the world work in the tools of their choice, saving to this day 49,127 frustrated facepalms and 1,153,625 unnecessary email chains.

We are looking for a Customer Support Representative to deliver stellar post-sale support to our customers and amaze them with quick and smart responses to all their questions about our product.

What you will do

  • Own the issue escalation and prioritization with the Engineering team
  • Follow up on the status of all open issues to ensure proactive customer updates
  • Answer tickets through chat using Intercom
  • Triage and escalate technical tickets to our engineering team
  • Identify client upgrade & expansion opportunities and coordinate next steps with the Customer Success Reps & Sales team
  • Keep our customers happy throughout their life cycle by continuously training them on our product and the tools we integrate
  • Participate in writing articles for our knowledge base to facilitate self-service
  • Be part of the feedback loop with the product team to continuously improve the Unito platform

What you’ve done

  • You’ve offered best in class support for an online service
  • Your English writing skills are perfectly on point
  • You’ve developed a strong technical aptitude: you're the one your friends come to when their computers freeze (and you don't even mind because you like investigating and solving problems!)
  • You like talking to people, understanding their challenges, and doing everything you can to help them

It'd be nice if you

  • Are bilingual (French & English)
  • Have used some of the tools we integrate

Who we are

We’re taking on a major problem that people are passionate about solving: efficient collaboration across teams. We connect work management tools (Trello, Asana, JIRA, Zendesk, etc.), allowing our users to stay in their favorite tool instead of changing the way they work. It’s a hard technical problem involving a lot of semantics, APIs, and synchronization.

In the 4 years we’ve been around, we’ve connected 10 tools, acquired thousands of customers, and built a rock solid team of 43 people. Join us in our mission to change how collaboration works between teams for every company in the world!

Culture

Our team is a family of humble and hungry individuals, varying in age, gender (40% are women), cultures, and backgrounds (13 countries). We prefer to focus more on the quality of our work, and less on things like policies or rules. We trust our team and encourage them to make independent decisions, ask questions, share ideas, and voice opinions. Everyone's voice is heard.

Here at Unito, we’re huge on transparency, honesty, and execution. We have no tolerance for politics or hiding mistakes and value flexibility, autonomy, fairness, and respect. We share achievements, all company metrics, and learn from failures together as a team.

Our team operates through areas of responsibility that give everyone ownership of a part of the business. We are inclusive and welcoming, and dedicated to building a team of high performers. We want every employee to maximize their potential, learn, and grow within the company.

Benefits

  • Dental, health and travel insurance
  • Wellness spending budget for self-improvement
  • Subsidized gym membership
  • 4 weeks of vacation (3 weeks + holiday season)
  • Stock options
  • Great downtown office space located by metro Berri UQAM, plus reserved parking
  • Join our groups of runners, climbers, hikers, soccer and hockey players

If this position sounds like a good fit, we’d love to hear from you!

To know more about our hiring process, here’s a blog post detailing how we go about it and what to expect when you apply for a job at Unito.

If on the other hand, this position isn’t quite right for you but Unito sounds like a great place to work, you should go and sign up to our career newsletter. We’ll send you an email when we open new positions so you won’t miss out on the right opportunity.



Unito is committed to equal employment opportunity for all employees and to providing its team members with a healthy (equitable, fair, unbiased) work environment. We highly value diversity in all aspects.