Client Support Specialist

3+ years

What we do

Our mission: make e-commerce more personal by putting conversation at the heart of customer experience.  This is why we are building a next-generation live chat solution that combines the power of artificial and human intelligence to deliver the ultimate customer experience by enabling highly personalized customer conversations. Our Conversational AI chatbot acts both as a first-line customer concierge that helps customers help themselves, and as a nifty virtual assistant that helps boost customer service efficiency. 

Who you'll be working with

At Heyday, we're a fun mix of passionate and smart developers, designers, marketers, product managers, salespeople, and analysts. With our diverse skills and expertise, we work together as one team, while doing our best work. Here we emphasize collaboration, transparency, integrity and empathy.

What you’ll do

You will become the specialist of a cutting-edge technological product and will be on the front line with our customers to solve their problem and showcase the value of our product. 

Your main responsibilities:

  • You will be closed to our amazing clients and do your absolute best to resolve any requests or incidents via email, chat or phone, and prioritize and escalate if needed 
  • You will identify client needs and help them use specific features
  • Ideally, you’ll be fixing simple issues or making other changes directly in the product
  • You will ensure that our cliens have the best experience through high quality service and communication
  • You will work closely and collaboratively with development teams, customer success managers, product management team, and other company stakeholders to ensure client service and support are delivered effectively and efficiently
  • You will follow-up on patterns of quality issues with the team and advocate for steps to take to improve our product quality

What you’ll need

  • You have previous experience with hands-on technical support
  • You are patient, methodical and rigorous - especially when it comes to tracking your work - response times, outcomes, follow-ups
  • You love solving problems
  • You are an excellent communicator and listener and have experience dealing with clients
  • You are familiar with web technologies (HTML, CSS, JavaScript)
  • You are fluent in English AND French, both written and spoken
  • You know how to use JIRA

If you are interested in this position but do not meet all the requirements, do not hesitate to contact us and write to us to explain what interests you about this opportunity and how your experience is relevant to the role!

Also, be sure to follow us on LinkedIn, Facebook and AngelList to stay up to date on any new Heyday career opportunities. 

Why Join Heyday?

You’ll work on an innovative product. You’ll learn new skills and grow your expertise while being constantly challenged in a fast-paced work environment. But you won’t do it all alone, and you’ll be able to count on the support of your team to help you do your best work! Although we are a fast-growing start-up, we understand the importance of having a work-life balance, and you'll be surprised to see how much we can accomplish while remaining calm and positive :)

To ensure your well-being at Heyday, here's what we offer:

  • Group insurance including Dialogue (telemedicine application) from day one and paid 50% by Heyday!
  • Here, everyone starts with 3 weeks of vacation.
  • Of course, flexible work hours  ;)

And as if that wasn't enough, you'll enjoy working on the 14th floor of a building that offers a breathtaking view of Mont-Royal and downtown - at the corner of Saint-Laurent & Rachel! 

We thank all applicants for their interest; and we will do our best to reply to all of you in a timely manner.

Difference help us grow

Heyday is an equal opportunity employer that values diversity. Here you will feel like you belong regardless of your ethnicity, religion, colour, national origin, gender, sexual orientation, age, marital or disability status. We seek different perspectives, experiences and opinions. We embrace diversity because we genuinely believe that it helps us grow and innovate. 

Let us know if you’ll require assistance during the application process.

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