Squaredance Looking for Customer Experience Specialist at Toronto, ON Full Time

Squaredance : uniting the digital advertising community – join us!

Squaredance is the only performance marketing solution that combines a full suite tracking and attribution platform with a partner marketplace and vibrant community! We enable ecommerce advertisers and digital marketing partners to discover, recruit, track and grow partnerships that drive customer acquisition in digital marketing channels.

We build analytics pipelines, recommendation engines, distributed systems, and killer frontends that have powered more than $500M in revenue over the past few years. Our team is small but mighty, and looking for a new addition who doesn’t shy away from challenges and has a relentless desire for self and team improvement. Everyone excels in different areas, and we’ll let you choose what those are for you – we only ask that you bring your best!

We believe the traditional network and agency approach is broken. The Squaredance platform and marketplace seamlessly connects brands, affiliates and partners to collaboratively build digital advertising campaigns under a commission-only model across many online channels. The Squaredance community means you are never alone and there is always new knowledge to be shared. Our value proposition provides a better alternative to traditional agencies, affiliate networks and affiliate program software: only pay for performance while having the flexibility to work in partnerships with specialized talent that cover all facets of digital advertising and adapt at the speed of change.

Check us out at squaredance.io, or watch our video here: Introducing Squaredance!

Check out our newest Shopify Integration Launch here: Shopify Integration!

The Opportunity

The Customer Experience Specialist role is a critical role in the Growth organization at Squaredance, and is responsible for providing a seamless experience for our customers! If you are the kind of individual who enjoys investigating interesting problems and finding creative and innovative solutions to them, then this role is perfect for you! As a Customer Experience Specialist, you’ll help our customers with any challenges or inquiries they may have in their use of the Squaredance platform, and you’ll work with our internal teams to ensure our customers are set up for success. You’ll be at the center of all the action with our customers and helping to improve our growing platform! For this reason there will be many opportunities for this individual to dive into the technical world of our product as well.

In this role you will have the opportunity to work with cross-functional teams including Product, CX Success, and Finance. Since the role of the Customer Experience Specialist is highly collaborative, this individual will have opportunity to largely impact the big picture and path of CX Support! You will have the chance to improve team processes, efficiencies, and communication and own these projects from beginning to end!

A Note to Our Candidates

At Squaredance, we value diversity …in backgrounds and in experience. If you review the job posting below and don’t feel confident you match 100% of the listed requirements we still encourage you to apply; we don’t just want to know what you’ve already done, we want to hear what you’re capable of next!

And thanks for checking us out – we hope to hear from you soon!

Duties and Responsibilities … i.e. where you can make an impact!

• Responding to support tickets within the defined SLA time; troubleshooting tracking errors, responding to performance issues, resolving user disputes, handling other general inquiries
• Occasionally getting on calls with customers to expedite resolving their issue
• Report on trends or patterns found in support tickets and collaborate with other teams to reduce friction points for customers
• Contribute to improving team processes and team efficiency
• Collaborate with our Finance team to investigate any invoicing questions or discrepancies
• Collaborate with our Customer Success team to ensure customers receive ongoing support to scale and grow their campaigns
• Positively contribute to our company culture; approaching tasks with a growth mindset, in the spirit of collaboration, while celebrating new learnings and all wins – both big and small!
• Other duties as assigned

Qualifications and Skills

• ~1-2 years professional work experience; with 1 year experience in a technical support position, or an aptitude to learn technical concepts
• Team-oriented and highly-collaborative; regularly keeping teammates and customers up-to-date
• A dedicated problem solver, with the ability to see a problem through to resolution
• Well-honed communication skills, oral and written, with an ability to translate technical concepts to a non-technical audience
• Comfortable reviewing Javascript to investigate errors and speak to customers about their website code
• Exposure to managing Shopify themes’ code base an asset
• A background in Technology, Digital Marketing, or a related field considered an asset

Why People Love Working at Squaredance

Be it online or in person, you will work with smart, driven and just all-around great people! Our culture celebrates growth, collaboration and transparency in a performance business. We have an open-plan head office, located in Liberty Village – Toronto; it’s an energetic space used for collaboration, coordination and sometimes, just to catch-up with each other! …the only thing missing, could be YOU!

Dedicated to our people and striving to provide a healthy work-life balance, we offer:

• A welcoming and inclusive team environment
• Life and family-friendly hybrid working conditions
• Excellent health benefit plans with flexibility to suit your needs and lifestyle
• Matching RRSP program
• Home Office and Lifestyle Stipends
• Loads of in-office snacks, coffee, and drinks when in office to keep you energized throughout the day
• Frequent team and office social events
• A growth-mindset company, dedicated to ongoing learning and improvement at the company, process, and individual contributor levels!

Squaredance is an equal opportunity employer committed to a diverse, inclusive, and accessible workplace. We strongly support equal employment opportunities for all applicants regardless of race, colour, religion, creed, national origin, ancestry, citizenship, age, family or marital status, sex, gender identity/expression, sexual orientation, genetic information, pregnancy, physical or mental disability, medical condition, or any other protected characteristic.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process. If accommodation is needed in the recruitment process, please let us know and we will work with you to meet your accessibility needs to ensure fair and equitable access throughout the recruitment and selection process. You may contact us at [email protected]

We welcome and encourage all qualified applicants to apply, those selected for further consideration or interview will be contacted directly.

Thank you for your interest in Squaredance!!