Role overview

Greenhouse is seeking a Technical Support Specialist to join their support team in British Columbia. As a customer-facing product expert, you will help clients maximize their use of the Greenhouse recruiting platform and advocate for their needs across the organization.

Key responsibilities

Serve as the primary point of contact for customer support inquiries through email, online chat, and live video channels.
Diagnose and troubleshoot technical issues with Greenhouse Suite products, escalating complex cases as needed to ensure timely resolution.
Answer customer questions, provide product assistance, and route feedback to appropriate internal teams.
Continuously expand your knowledge of Greenhouse products and technical capabilities through both formal training and hands-on experience.
Offer recommendations for improving both product functionality and internal support processes.
Handle additional projects and responsibilities as business needs arise.

Requirements

At least two years of customer-facing support experience using email and live chat channels.
Comfort delivering live video support to customers.
Experience with Zendesk, strongly preferred.
Background in SaaS environments.
Strong problem-solving and analytical abilities with proven ability to persist through complex customer requests.
Excellent written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical stakeholders.
Genuine passion for learning and sharing knowledge with others.

What makes this role worth considering

You will work alongside Customer Success, Product, and Engineering teams, giving you insight into the product roadmap and the opportunity to shape how customers experience Greenhouse. The role offers the autonomy to make decisions and take initiative while maintaining a high standard for customer satisfaction and success.