Customer Support Specialist - Modash

About the Role

Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience possible. You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast.

We’re hiring a Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows. You’ll join a tight-knit Support team distributed across Europe and North America.

Responsibilities

• Give practical advice on influencer marketing workflows and best practices.
• Help customers understand how to use specific parts of Modash with clear, step-by-step guidance.
• Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to solutions.
• Escalate bugs and product issues with strong context (clear steps, examples, links, impact).
• Keep our Help Center and internal documentation updated when noticing gaps or recurring confusion.
• Contribute to customer communication during incidents (such as banners or status updates) when needed.
• Spot patterns and share customer feedback so we continuously improve the product.

What Success Looks Like

• Strong first response time under 2 hours.
• Consistently solving the real underlying issue, not just closing tickets.
• Clean internal notes and handoffs so any teammate can pick up a case.
• Continuous Help Center improvements shipped based on real tickets.

Requirements

• 2+ years of experience in customer support (ideally in SaaS).
• Strong written and spoken English with the ability to explain complex concepts simply and kindly.
• Comfortable troubleshooting: reproducing issues, asking targeted follow-up questions, and narrowing down root causes.
• Strong sense of ownership—keeping customers updated until their issue is fully resolved.
• Ability to work without a rigid playbook, proactively figuring things out and improving processes.
• Highly organised with case notes, handoffs, and documentation.
• Calm under pressure when handling frustrated customers.

Nice-to-Haves

• Experience supporting influencer marketing or e-commerce tools.
• Familiarity with technical support topics such as integrations, tracking, and APIs.
• Experience creating or maintaining Help Center documentation.

Tools You'll Use

• Intercom (primary customer comms hub)
• Notion (internal knowledge base)
• Stripe (subscriptions, payments, invoices)
• FullStory (session replays for debugging)
• Modash

Working Hours & Schedule

Your typical schedule will be 10:00 AM – 6:00 PM Eastern Time, Monday to Friday, with occasional weekend flexibility depending on coverage needs.

Benefits

• Unlimited Paid Vacation Time: Take the time you need to stay well-rested and balanced.
• Fully Remote Working: Work from anywhere with a reliable internet connection.
• Personal Development: Full coverage for courses, books, or conferences to help you upskill.
• Ownership & Autonomy: High trust environment without unnecessary red tape.