Customer Support Specialist

About Value Builder

Value Builder provides a comprehensive value assessment platform designed to help advisors initiate The Endgame Conversation with business owners. Our signature tool—the Value Builder Report—includes a thumbnail valuation and action plan, enabling advisors to shift their role from expense to investment.

With over 80,000 strategic conversations facilitated through our system, we equip advisors with the content, tools, and automation they need to become exit planning experts—supported by tested campaigns, a white-labeled nurture system, and industry-leading conversion rates.

The Role

We're looking for a Customer Support Specialist with a passion for helping customers and a talent for turning complex ideas into clear, accessible support content. You'll be the go-to person for handling inbound support tickets, maintaining our Help Center, and administering tools like Zendesk and UserPilot.

This role is ideal for someone who loves operations and writing equally—and is ready to grow their career in SaaS customer support.

Reports to: Director of Customer Support

Location: Remote (must be based in the Greater Toronto Area for quarterly in-person meetings and strategy meetings downtown)

What You'll Do

Zendesk & Customer Support (45%)

• Respond to customer inquiries as the first point of contact—resolving platform questions, technical issues, and account concerns
• Collaborate with Customer Success on training initiatives acting as technical support on regular events, such as Office Hours
• Maintain day-to-day Zendesk operations: workflows, automations, macros, tags, and views.
• Identify and escalate bugs or feature requests; collaborate with Product to track resolution.
• Analyze support trends to help improve our internal processes and customer experience.
• Maintain Zendesk reports to monitor ticket volume, response time, and CSAT.

Knowledgebase & Help Center (35%)

• Write, edit, and publish knowledgebase articles, FAQ pages, and troubleshooting guides.
• Ensure content is always accurate, up-to-date, and easy to understand.
• Proactively identify documentation gaps based on support trends and product updates.
• Collaborate with Customer Success and Product teams to ensure new features are properly documented and communicated.

In-App Guidance & Engagement (20%)

• Use UserPilot to build in-app guides, announcements, and feature walkthroughs.
• Manage the scheduling and delivery of marketing assets (eBooks, webinars, etc.) across the support platform.
• Participate in regular cross-functional syncs to align on new initiatives and surface customer insights.

What You Bring

• 2-4 years in a customer support, content, or support ops role—ideally within a SaaS environment.
• Proficiency with Zendesk (ticketing, workflows, macros); familiarity with Help Center best practices.
• Exceptional written communication skills with an ability to simplify technical information.
• Comfortable learning new tools and systems (e.g., Salesforce, UserPilot).
• Organized, curious, and eager to take initiative without waiting for permission.

Nice to Have:

• Experience with in-app messaging or onboarding tools (UserPilot, Appcues, Pendo).
• Basic knowledge of APIs, integrations, or CRM workflows

What Success Looks Like

• High customer satisfaction (CSAT) from support interactions.
• Increased Help Center usage and reduction in repetitive ticket volume.
• Timely updates to support documentation aligned with product releases.
• Streamlined ticket routing and improved internal support workflows.

Why Join Us?

• 100% remote team with meetups and strategy sessions in downtown Toronto.
• A company that believes in continuous improvement, clear metrics, and customer advocacy.
• Full benefits after 90 days.
• The opportunity to grow your skill set (annual learning budget and mentorship) and take ownership of impactful support projects.