Customer Support Analyst

Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50). We invite you to read our startup story to learn where we came from and where we’re going.Read about our mission, story and values here.To find out more about our perks, click here.Some of our Blogs might help you get a better understanding of what we do here. You can find them all here.Thriving at Rewind:We embrace the fast-paced, ever-changing nature of startup life. If you love working with speed, agility, and creativity, you’ll feel right at home here. Here's what it takes to succeed with us:Team-First Mentality: We put teamwork at the core of everything we do, believing that we are better when we are together. Success is shared, and when the team wins, we all win.Performance-Driven Mindset: We are proactive, goal-oriented, and focused on delivering tangible, high-quality results. We go beyond meeting expectations - we aim to exceed them.Flexible Work-Life Approach: We encourage balance and understand the need to recharge. While we stay agile for urgent needs, we make sure there's time to recover and enjoy life.Customer Centricity: Our commitment to customers shapes everything we do. We listen, build relationships, and innovate - from our dedicated customer support team to our engineers, everyone at our company is focused on solving problems that matter most to our users.Taking Initiative: We value ownership and proactive problem-solving. We encourage team members to think creatively, take ownership, and lead improvements. Your ideas and actions drive our success.We Make Time for Fun: We work hard and make time to enjoy the journey. It’s not just about hitting milestones—it’s about making the experience rewarding along the way.Job DescriptionWe are looking for a dedicated and enthusiastic candidate to provide exceptional customer support to Rewind’s customers. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service.This is a full time position based in Toronto, Canada and may grow to include on-call rotations, weekend support and expanded hours of operation in the future. Work on some statutory holidays will be required.The RoleThe Customer Support Analyst functions on the front line interacting directly with both customers and internal stakeholders. You will take ownership of tickets, ensuring complete resolution while fostering strong relationships with our customers along the way. Customer Support Analysts need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism.A Typical Day: Complex ticket management: Provide the highest level of service to our customers in each and every ticketInteracting with Rewind customers and internal stakeholders through all current and future channels, including email, live chat and phoneTaking end-to-end ownership of all assigned tickets: ensuring a complete final resolution is reached based on workflows & management guidelines, fostering the relationship with our customers along the way, and escalating accurately to other teams when appropriateDemonstrating ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approvalBeing highly receptive to feedback, and quickly adopt behaviors to improve the quality of your workUnderstanding multiple perspectives on a topic or situation, and being able to evaluate and present multiple options for addressing a problemCan be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from managementCombining efficiency with bespoke quality: Provide personalized and exceptional customer support to our customers, ensuring their unique needs are met with the highest level of care and attention.Displaying an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolutionProactively anticipate and identify opportunities to enhance the customer experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with RewindResolving user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstancesPersonalizing communications to customers, demonstrating the highest hospitality standardsParticipating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team successProviding insights about customer experience and continuous improvement opportunities to your ManagementHelping document ways of working, best practices, and the norms for your service(s) as requested by managementSharing ideas to improve processes and ways of workingStakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering resultsDisplaying openness and approachability when resolving issuesUnderstanding key drivers of your function and how they relate to one another, as well as the business impact of those metricsQualificationsWe are looking for candidates who have ideally 1-3 years of relevant experience in customer service/support roles, preferably in the B2B SaaS space or tech startups with experience using phone, messaging, or live chat to interact with users/customers.You also have the ability to work weekends and public holidays required, as well as evening shifts. Your schedule can change to meet business needs and, where possible, we will take your availability into consideration.You also have:Excellent verbal and written communication skills for providing exceptional customer service to different types of customersActive listening skills to understand customers’ needs and provide personalized recommendations and assistanceEmpathy and patience in dealing with customers, especially in high-pressure situationsAbility to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training timePassion for delivering exceptional customer service and setting a high barAbility to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisivelyGood computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems such as Salesforce and ZendeskLanguage proficiency in English, other languages are a plusAdditional informationWhere You’ll WorkThis role will be based out of our Toronto Office.How Rewind Will Support YouWe know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life which includes but is not limited to:Flexible working hoursEmployee stock optionsHealth benefits3 weeks vacation7 life leave days2 Level Up days for professional development1 volunteer daySummer hours (off every other Friday from June - September) and office closed during the holiday break in December4 week sabbatical after 4 years with usPaid parental leave$5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc)$1000/year wellness/home office allowanceRewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. We strongly encourage candidates of all different backgrounds and identities to apply.