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People Learn Best From People.

User Support Specialist

$40k – $45k
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Ten Thousand Coffees' empowers people to create diverse relationships within their organization by facilitating modern mentoring and networking opportunities through smart matching for 1:1 and group meetups, and search and discovery. We work with 70+ universities and colleges and Fortune 500 enterprises like PepsiCo, AIG, Nike, RBC, and McKesson Canada. Whether it be schools, communities, or enterprises — our focus is always on people.

The User Support Specialist is a new role at Ten Thousand Coffees. Each day you will be able to have an impact on our users, our partners, and our product. We are looking for a highly organized, focused individual who can help users when they need it, provide technical support for the team, and help make our product an exceptional experience.

We are located downtown Toronto at King and Spadina at the heart of King West. Frequent team outings, company events, pride weekend parties, full-projector-wall Raptors watching parties, eclectic themed costume parties; you will pair your technically challenging and autonomous position with a very fun place to work.

You’ll need to have:

- Experience in technical support, preferably for an Enterprise SaaS platform
- Excellent problem solving and critical thinking abilities
- Excellent written and oral communication skills
- Empathy for our users and your co-workers
- Ability to triage technical issues
- Strong organization skill

You’ll be working on:

- End user support via Intercom, email, and phone
- Product issue investigation, triage, prioritization, reproduction, and status communication
- Internal documentation support
- Prioritization and advocation for high impact product improvements
- Contributing with authority and autonomy

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