- Type
- Permanent
- Work schedule
- Full time
Work with ambitious people. Solve complex global challenges. Build solutions that move markets. TRSB is a fast-growing, tech-enabled language partner serving enterprise clients across industries and continents.
TRSB is seeking a Senior Client Support Specialist for our SaaS platform.
Your daily routine:
- Manage asynchronous support via Structured Forms and Contextual Widgets to ensure high-quality data capture for a 1,000+ user base
- Investigate and resolve complex (Tier 1/2) issues, ensuring timely resolution
- Ensure a consistent and positive user experience across all interactions
- Analyze recurring issues and identify root causes
- Collaborate with Product and Development teams to improve the platform
- Contribute to knowledge base, documentation, and support processes
- Monitor KPIs such as CSAT, ticket quality, and resolution time
- Support onboarding and training of new clients
- Role in the ecosystem:
- Act as the primary interface between the client and the organization
- Provide structured feedback to improve:
- Platform functionality
- User experience and usability
- Performance and reliability
- Work closely with cross-functional teams to translate client insights into product improvements
You will need:
- 5+ years in customer support/technical support, ideally in SaaS
- Experience handling complex or enterprise-level clients
- Strong problem-solving and analytical skills
- Ability to understand technical systems and workflows
This position may be ideal for you if you:
- Have a bachelor’s degree in business administration, information systems management, business analytics, or an equivalent
- Have experience with support tools (e.g., HubSpot or similar)
- Are familiar with AI-based platforms or complex workflows
- Have experience working in cross-functional environments
- Are able to understand APIs, integrations, or technical troubleshooting
- Are proficient in English and French, both spoken and written (bilingualism is required to interact with our largely English-speaking clientele)
We value our teams and offer working conditions to match:
- Competitive salary
- Comprehensive group insurance
- Group RRSP
- Flexible work arrangements
- Fitness benefit
- Payment of dues to your professional order
- Referral program
- Public transit credit
- Paid vacation on your birthday