Customer Success Specialist

We are looking for a talented, tech-savvy and empathetic Customer Success Specialist (CSS) to join our growing startup in Vancouver, BC.

Be a key piece of the puzzle in an energetic, creative and passionate team at HeyBryan, where we celebrate our differences, enable you to own your role and encourage you to carve out a career you are proud of. Feel pride in everything you create at HeyBryan, as each individual contribution - no matter the size - helps take us one step closer to our shared goal of reinventing our industry.

HeyBryan is a quickly expanding home-service app network that offers a flexible work environment where you can enhance your skills and expand the HeyBryan brand. Whether collaborating in the Vancouver office or providing your expertise from your local coffee shop, your unique qualities are what would make you a great asset to the HeyBryan team.

Who you are:

    • Jeans are probably a staple in your wardrobe
    • Passionate about enjoying every aspect of life
    • Self-motivated with an entrepreneurial mindset
    • Own between one and five pairs of Chucks
    • Are enthusiastic about making sh!t happen
    • Have creative ideas to make that sh!t happen
    • Thrive off the hustle to make something amazing
    • Take pride in knowing your work is making a difference
    • Dedicated to making your mark and achieving something great as a team
    • Results driven, because results are what push you to do even better

About Us

HeyBryan is a tech-enabled platform based out of Vancouver that started as a passion project by two friends and colleagues, who experienced first-hand how difficult it was to find trusted, reliable and easily accessible home-service experts. Their mission was to create a central location where homeowners could go to easily and quickly contact qualified professionals to fix their dishwasher or provide a home-cleaning service.

We can offer you:

  • Flexible work location, ability to work remote
  • Plenty of opportunities to learn
  • Startup life relaxed, yet very productive
  • Learning organization to foster career development and growth
  • Awesome coworkers who care about their work and each other
  • Benefits, fun and the opportunity to work with a celebrity brand

What you'll bring:

We are looking for a talented, tech-savvy and empathetic Customer Success Specialist (CSS) to join our growing startup. We believe that software is only as good as the support that comes with it and Customer Success Specialists are pivotal in making that happen. This is not a call center, scripted support environment. We are seeking an independent and passionate team member to become our front line support and bridge the gap of communication between our internal teams and customers. This is a contract role with the opportunity to go full-time in the New Year! You must be available to collaborate with the Vancouver team in person as needed.

Role & Responsibilities:

  • Directly supporting customers via email, chat and phone
  • Troubleshooting customer issues and other technical issues and escalating to proper internal channels
  • Managing customer support tickets in ZenDesk
  • Listening to, organizing, and reporting on user feedback
  • Being proactive and following up on tickets, calls and ensuring the issues are resolved
  • Using customer data to identify areas where the product can be improved
  • Provide timely and relevant metrics on customer support and activity
  • Analyzing and documenting the flow of our standard operating procedures
  • Escalating issues to the development team and owning the customer experience until resolved
  • Outbound calls as needed to help Experts sign up
  • There may be times on call in necessary for after hours support (limited)

Knowledge, Skills & Requirements

  • 2+ years of experience or similar customer success experience preferred
  • Familiar with ZenDesk or other support ticket platform
  • Technically savvy, familiar with troubleshooting and web application-based problems
  • Data-driven. You use data to guide decisions and optimize results
  • Passion for enhancing customer experiences and desire to resolve issues
  • Strong customer empathy. You are passionate about customers as people and businesses
  • Unwavering Curiosity. You love to learn, better yourself, the people and things around you. Not knowing and growing motivates you to new heights
  • Organized and an eye for detail. You have excellent organizational skills and
    pixel-perfect attention to detail. You follow-up and drive things to done
  • Communication. You have excellent presentation, analytical, written and verbal communication skills
  • You care about our company resources as if they were your own
  • You get it done. In the face of uncertainty, and multiple competing priorities you have a tremendous bias for action. Through collaboration and creative solutions, you deliver success
  • Demonstrable troubleshooting and support abilities
  • Payment processing experience considered an asset
  • Strong writing abilities to ensure Standard Operating Procedures are well documented and updated

Interested in applying for the role? Please send an email to