CoPilot AI is a Vancouver-based SaaS start-up with a mission: to create a kinder capitalism by enhancing digital human interactions, fundamentally changing the way people connect with businesses. Three billion people now live on social media, and yet, businesses and their sales teams are still operating on outdated tools like email and CRMs.

We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale.

As we scale into the next phase, we are looking for a Vancouver-based Customer Success Support Representative to join our Customer Success team!

The Role

If you’re invigorated by happy customers and make it your life’s mission to understand what customers want (and need!) we’d love to hear from you. This role will test your ability to investigate and solve customer challenges and help our team ensure we’re delivering a fast and responsive customer experience.

Reporting to the Customer Success Team Manager, the CS Support Representative will oversee customer enquiries coming in via Intercom. The CS Support Representative will be a key member of the Customer Success team, ensuring our customers are delighted by our responsiveness and get the information they need to achieve results with CoPilot AI.

What you’ll do:

• Help customers using live chat or email: You will manage customer enquiries, troubleshoot performance issues, and ensure campaign requests are escalated to Account Strategists.
• Train and support customers on the use of our software: Analyzing requests that are coming in, you will help to develop low-touch strategies to support and train customers.
• Develop customer resources: Make your own job easier by building out template responses and working with your teammates to create self-help guides.
• Manage customer payments: Follow up on outstanding payments and ensure our customers settle their accounts.
• Support customer retention and reactivation efforts: Jump on the phone to re-engage lost customers and get them booked into strategy calls with their Account Strategists
• Data Capture and Trend Analysis: Analyse customer usage data and collaborate on delivering customer reports for strategic decision making
• Develop internal resources: Share lessons learned from customer engagement and develop training and improve resources for the rest of the team.
• Be an integral part of the team: We need someone who’s willing to go the extra mile and help to generate ideas and solve problems for our customers. Add to the discussion, take on your own projects, and see how you can impact the overall business!
  
  

This is an important role within the company, and our expectations are equally high. Whatever you do should drive growth in the right direction. We will reward the right candidate with career growth, professional development opportunities, and perks. Most importantly, you will be part of a success story, joining a team of high-performing professionals committed to excellence.

Who you are:

• 1+ years of customer support experience
• Working knowledge of Customer Support best practices
• Extremely organized (because you will deal with over 100 enquiries daily)
• Possess deep empathy for the customer and love to solve problems
• High motivated with the ability to work autonomously
• Strong internal drive and ambition to make this new role your own
• A quick learner, driven, and possessing strong work ethic
• Enviable interpersonal skills with the ability to build trusting relationships with team members, management, and external partners
• Strong strategic thinking skills paired with the courage to challenge the status quo
• Extremely proactive and thrives in a dynamic, move-fast, roll-up-your-sleeves culture
  
  

What’s in it for you:

• Work for one of the fastest-growing companies in Canada, according to Canadian Business
• A flexible work environment with access to our new downtown Vancouver office (and a fully stocked kitchen!)
• Full health benefits customizable to your specific needs
• An additional $200 per month wellness spending account
• Generous vacation policy with opportunities for additional paid time off
• Regular team and company events, designed to help you get to know your teammates better!
• Stock options upon hire
• A chance to be part of a break-out success story, working with other like-minded high performers

COVID-19 considerations: We have been allowing employees to work from home during the pandemic, but those who choose to come into the office may do so. We follow provincial recommendations for those who use the office.

About Us

CoPilot AI is a BC Technology Impact Award finalist and is named by Canadian Business as the winner of the Best Pivot award and one of Canada’s Fastest-Growing Companies. We were also recently named by Deloitte as a 2021 Canada Companies-to-Watch Winner!

As an equal opportunity employer, CoPilot AI truly stands behind #diversity and are committed to creating an environment of inclusion where hiring decisions are based on merit and business needs and without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. CoPilot AI also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Our Values? Glad you asked!

#Ambition: We use our personal ambitions to focus us on solving our customers problems and making their lives easier, day by day

#Innovation: We're always innovating to create a simple yet powerful software tool where any person, with any level of experience, can use our product to achieve their goals

#Boldness: We commit to create a product that breaks the mold of tradition and disrupts the current market of out-of-date sales and prospecting methods

#Fun: Every day we strive to make prospecting and sales more fun for ourselves, and our customers, by bringing a more human element to prospecting

#Diversity: We value our diverse and energetic team. We celebrate the differences within ourselves while supporting the differences of our customers

#Trust and Transparency: We create trust and transparency by helping our customers uncover new opportunities, supporting their needs, and listening to their stories