Customer Support Specialist, Toronto

Hi! I'm Donna , the Support Lead at Modash.

I'm looking for a Customer Support Specialist to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.

Background & reason for hiring

Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience in the multiverse . 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 new Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows.

Your team is spread across Europe and North America: I am based in Ireland, Lauren is based in Canada, and Martine is based in Estonia. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for.

Scope of the role & what you'll actually do

Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash .

You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases.

• 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 a solution
• Escalate bugs/issues with strong context (clear steps, examples, links, impact)
• Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion.⁠⁠
• Contribute to customer communication during incidents (e.g., banners/updates) when needed.⁠⁠
• Spot patterns and share customer feedback so we continuously build a better product

What success looks like

We’ll align on targets together, but success in this role usually looks like:

• Strong first response time ~ under 2 hours.⁠⁠
• Consistently solve the real problem (not just close the ticket).
• Clean internal notes and handoffs, so anyone can pick up the case.
• Help Center improvements shipped continuously based on real tickets.⁠