Customer Support Specialist
Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software, we’ve been voted #1 in the Hotel Tech Awards 4 years in a row and we’re growing rapidly.
We help make travel and events happen. At Event Temple we believe in helping people of great character thrive and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.
About the role
We are looking for a Customer Support Specialist to join our Customer Success team. As such, you join a fantastic team of customer service-oriented professionals to support our customers and continue creating our world-class reputation and exceptional customer support. As we like to joke, customers come for the product but stay for the service.
A Day In The Life
As a Customer Support Specialist, you are the frontline hero for our customers, delivering exceptional support through troubleshooting, supporting seamless onboardings, and ensuring their success. You'll play a vital role in shaping our product by cataloging bugs and feature requests while enriching our knowledge base to empower both customers and team members. Your impact will be felt every day as you help create an outstanding customer experience and drive continuous improvement.
Critical Metrics:
You will take charge of delivering exceptional customer experiences by owning key metrics like customer satisfaction scores, first response rates, and close rates. You are a great communicator and listener with a record of on-time deliverables and enjoy problem-solving from initiative to follow through. You are eager to become a domain expert and help our customers succeed.
Location: Vancouver Lower Mainland preferred for occasional in-person meetings. This role is otherwise primarily remote/WFH.
Key Responsibilities
- Inbound support via Intercom
- Troubleshooting in sandbox
- Reporting bugs and issues internally
- Cataloging feature requests and creating/editing knowledge base
Qualifications
- Must be able to commit to regular 9-5 work (PST)
- Preferred qualifications:
- Hotel background, ideally in group sales or
- SaaS background in a similar role
- Tech-savvy and eager to learn
- Exceptional communication skills
What type of person joins Event Temple?
- You’re a person who is self-motivated, resilient, and quick to adapt to new obstacles.
- You’re looking for an alternative to the corporate abyss.
- You want a place where your ideas matter and impact significantly.
- You value freedom, and you want to play on a winning team with others who feel the same way.
- You want to help build a future where there are more events, travel, and experiences, not less.
- It’s this long-term, bigger picture that makes you feel both inspired and engaged.
Benefits:
- Friendly co-workers
- Work From Home/Remote
- Health and dental benefits
- Casual dress code (obv.)
- Competitive compensation
- Building a company and being a part of a success story.
Next steps
The eligible applicants will be contacted.
- 10 minute pre-screen
- 1-hour tactical interview
- 1-hour culture interview
- 3 successful reference checks
Humble, Hungry and Smart:
You must be a combination of all three, the absence of one of these traits does not align with Event Temple’s vision of who we want to be. (If you want to really impress us in the interview - Read The Ideal Team Player by Patrick Lencioni before coming in!)
We don't offer relocation support for this job posting.