Customer Support Associate

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI. We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

Visit Schema App at  or on Linked In.

The Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts. You will operate at the center of customer execution — ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.

This role is ideal for someone who thrives on technical precision, strong prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.

This role reports to the Manager of Customer Success.

• Maintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflows
• Contribute to improving internal workflows, templates, support documentation, and technical best practices
• Example Exceeding Expectations:
  Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.

• Author schema markup in Highlighter with accuracy and consistency
• QA templates and ensure alignment to best practices
• Maintain and update templates as part of ongoing account management
• Example Exceeding Expectations:
  Improve template quality or create efficiencies that reduce rework and increase deployment speed.

• Document bugs, issues, and enhancement opportunities clearly
• Submit structured feedback via Git Hub or internal processes
• Contribute to improving tools, workflows, and documentation
• Example Exceeding Expectations:
  Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.

• Partner with Implementations Manager on scoping documentation
• Assist with integration testing, validation, and documentation
• Ensure technical requirements are clearly captured and executed
• Example Exceeding Expectations:
  Identify gaps in scoping or integration early and prevent onboarding or deployment delays.

• Partner with CSMs on Q  preparation, reporting, and customer deliverables
• Execute on customer requests (reports, opportunities, insights) with accuracy and clarity
• Maintain detailed notes, action items, and documentation
• Example Exceeding Expectations:
  Anticipate CSM needs and proactively deliver insights or materials that improve Q  quality or customer outcomes.

• Execute and monitor schema deployments and maintenance tasks according to contract cadence
• Analyze performance and flag anomalies or opportunities proactively
  
  Maintain accurate and timely reporting for all assigned accounts
• Example Exceeding Expectations:
  Identify a recurring issue or optimization opportunity and implement a scalable solution that improves deployment quality across multiple accounts.

• Own support ticket queue, ensuring timely and accurate resolution
• Triage, prioritize, and escape issues appropriately
• Collaborate cross-functionally to resolve complex technical challenges
• Example Exceeding Expectations:
  Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.

• Technical Precision, Execution Excellence & Attention to Detail Delivers…