Customer Success Representative

Join the team that is changing the promo industry

commonsku is changing the way businesses within the $25 Billion promotional products space work. We are the leading platform for promo product distributors–combining CRM, Order Management, and eCommerce into one sophisticated hub.

But, we don't just sell software; we believe in helping our customers build better businesses. Through collaboration, connection, and our skummunity (commonsku+community=skummunity, get it?), we are elevating our customers and the world of branded merchandise. We are thought and brand leaders, pushing the boundaries of what’s possible in promo.

Our culture and values

Our values – Community First, Ten Steps Ahead, Fast Forward, and Delightful Work – drive us to create an exceptional experience for our customers, our partners, our industry, and our team.

We believe in the power of a team of nice people who are great at what they do. It’s pretty simple, really! We love creativity, a great sense of humour, enthusiasm, collaboration, risk-taking, optimism, and diverse opinions.

We are remote-first and maintain our headquarters in Toronto, ON. Our team spans across Canada and into the US. We gather together in Toronto twice a year, so no matter where we live, we get to spend time together to collaborate, learn, and celebrate! (It’s the best!)

And we’re growing! We’re looking for our next:

Customer Success Representative

As a Customer Success Representative, you are the first line of support for our customers, answering their questions and troubleshooting issues they encounter on our platform. Working with companies of all sizes, you may find yourself chatting with a brand new entrepreneur getting their business started one minute and then having a call with a major promo industry player the next. You’ll help them all get maximum value from commonsku and drive their success!

In this role, you’ll thrive if you are outgoing, energetic and love working with people. You have a bias for action and urgency, and for always growing your own knowledge. If you hate not knowing and won’t rest until you have the answer, you’ll do well on our team. And if you do all of that while sharing a joke and not taking yourself too seriously, you’ll go far with commonsku.

You’ll work on:

• Respond to and resolve questions and support requests via chat, email, and phone
• Report bugs and issues to Development team and communicate timelines, updates, and outcomes back to customers
• Support users with platform integrations, where possible
• Conduct consultations with customers of value-add features, like Shops
• Update and write Knowledge Base articles to ensure accurate information
• Support department projects and goals to continuous improve the customer experience

With the experience and traits we think will help you succeed:

• At least one year of experience in a Customer Success or Customer Service role (bonus if it is in a B2B SaaS tech environment!)
• Excellent verbal and written communication skills
• An outgoing personality that loves to work in a team environment
• Strong problem solving skills: you are able to troubleshoot complex issue with our customers and provide them with the support they need to be successful
• A drive to take on new challenges and the initiative to always want to be learning more
• The ability to find the perfect gif for any situation!

We believe in paying fairly and being proactive about ensuring our team is rewarded growth and innovation. We value unique contributions and being a place where people can grow and do the best work of their careers.

The base salary range for this role is $48,000 to $52,000 CAD, with the initial amount offered to new hires based on a variety of factors including experience and skills. Compensation also includes a bonus opportunity based on company performance.

We offer benefits coverage for employees, a group RRSP plan with employer contributions, annual office closure between December 25 and January 1, parental leave top-up, and a flexible work environment that supports individuals, families, and people of diverse needs. Oh and super cool merch!

Interested? Excellent!

Apply now at commonsku.com/careers with your resume and a cover letter that includes one unique thing or fun fact about yourself: Are you related to someone famous? Do you make the best gluten-free cinnamon buns in the world? Do you play the bassoon? It can be anything! Open up and tell us about you!

Once you’ve submitted your application, we’ll review it, and get back to you as soon as we can.

commonsku is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.