Customer Support Specialist (Ticket Ops / Triage) - 20196

• Full-time, remote 
• Schedule: flexible; coverage spans Canadian and European time zones. Hours may shift as the function is defined, so scheduling flexibility is essential.

Our connectivity and back-office operations generate a high and growing volume of customer and partner tickets across Canada, Europe, and other regions. Today the team is buried in volume — often processing tickets rather than fully resolving what the customer actually needs, and not always speaking to customers directly.

This role exists to fix that. We are standing up a dedicated customer support function in the Philippines, built to be structured, responsive, and eventually augmented by automation and AI, with Freshdesk as the current hub. This is a founding team. The Senior/Lead hire helps design how tickets are triaged and routed and coaches the agents beneath them; Intermediate agents own resolution and keep the queue moving. Everyone here is helping build the department, not stepping into a finished one.

Ticket Management & Triage

• →Monitor and manage the Freshdesk queue; categorize, prioritize, and route tickets to the right people
• →Ensure nothing falls through the cracks and response/resolution targets are met
• →Own tickets end-to-end where appropriate rather than simply passing them along

Customer Communication

• →Write clear, accurate, well-structured responses under our clients' brands
• →Actually resolve issues rather than just acknowledging them
• →Maintain a professional, consistent voice across every interaction

Process & Continuous Improvement

• →Build and maintain templates, macros, canned responses, and knowledge-base content
• →Identify recurring issues and propose stop-gaps and fixes
• →Help lay the groundwork for a more automated support model over time

Team & Workflow Leadership (Senior / Lead only)

• →Design triage and routing workflows and set quality standards
• →Mentor and QA intermediate agents
• →Report on ticket volume, trends, and resolution performance to leadership

• Intermediate: 2+ years in customer support; Senior/Lead: 4+ years with some lead or senior scope
• Hands-on experience with a helpdesk / ticketing platform (Freshdesk strongly preferred; Zendesk, Intercom, or HubSpot acceptable)
• Excellent written English with strong grammar and a high bar for detail
• Genuinely comfortable with technology — learns new tools quickly and troubleshoots within them rather than getting stuck
• Flexible on working hours to support North American and European coverage
• Reliable home office setup and stable internet

• SaaS support background (understands layered templates and product-based support)
• Experience building or scaling a support function or new department
• Exposure to automation or AI-assisted support tooling
• Familiarity with field services, telecom / connectivity, or logistics support

You are highly detail-oriented — you route correctly, catch errors, and never send sloppy work. You are proactive and resourceful, more likely to build a solution than wait for one. You are comfortable with ambiguity and shifting hours in a function that is still being defined. You communicate clearly and stay calm under volume, and you treat the queue like it is your own.