Customer Support Specialist

Thousands of companies build better software products with the help of Canny's customer feedback platform. As a Customer Support Specialist, you'll help our customers get the most out of Canny. You'll be the friendly face (and voice) behind Intercom, helping customers solve problems, improve our help content, and fine-tune our AI support experience. You'll also collaborate closely with our product and engineering teams, providing insights and feedback to improve the overall customer journey.

This is a great role for someone who loves helping others, enjoys being the first to learn something new, can pick up concepts quickly, and wants to improve systems and content to scale support impact.

We are:

• Fully remote with no office
• 11 people, spread across 5 countries (US, Canada, Spain, Turkey)
• Bootstrapped (no outside funding) and profitable
• 8 years in business

What you'll do:

• Manage Intercom:
  Respond to customer questions, triage issues, and escalate to technical support when needed.
• Train and improve our AI agent (Fin):
  Continuously refine responses, optimize workflows, and monitor performance.
• Maintain help documentation:
  Create, update, and organize help docs to ensure customers can easily find answers.
• Perform product QA:
  Test new product updates and features, providing clear feedback to the team to improve usability and documentation.
• Support customer interactions:
  Jump on customer calls when needed to diagnose issues, gather insights, and provide a human touch.
• Adhoc customer projects:
  Partner with the GTM team to work on customer projects, including but not limited to invoicing, renewal outreach, improving our help center, and other initiatives that you think will drive value.

Experience you have:

• Experience using Intercom (including managing and optimizing Fin or similar AI assistants)
• Strong written and verbal communication skills: you're clear, empathetic, and concise
• Experience with documentation and self-serve support systems
• Previous SaaS support experience, ideally in a customer-facing role
• A proactive approach to problem-solving and collaboration, you love helping both customers and teammates succeed
• You are a self-starter. Support can be seasonal and have highs and lows in volume of work. You make sure you are optimising your time between customer interactions.

​​Why you'll love working here

• You'll be joining a small, collaborative, high-impact team where customer empathy drives product decisions.
• Your work will directly shape how customers experience our product.
• You'll get to work cross-functionally with product, engineering, and marketing to make our customer experience world-class.

Compensation & Benefits:

• Base salary of $55,000 - $65,000 CAD
• Bonus program (8% of base salary, varies based on performance)
• Regular compensation reviews (conducted semi-annually)
• Equity grant
• 20 paid vacation days, 15 paid holidays, and unlimited sick leave.
• Benefits: medical, dental, and vision insurance
• In-person team retreats every year

Apply:

• In your application, please submit your resume, an optional cover letter, and explain your motivation to join Canny (we genuinely value understanding why you're drawn to us!).
• A heads-up:
  Every application is carefully reviewed by our team. Please answer the screening questions diligently to stand out and ensure your success. Candidates who don't answer the screening questions will not advance.
• Candidates who have obviously copied and pasted from an AI platform will not progress. It's fine to use AI to support your application, but not to complete it entirely. Yes, we can tell!
• For some extra flair, share a link to your favourite GIF.
• Screening for this role will start on January 5th, 2026.

Location:

• This role requires working North American hours to serve our customers best and coordinate with the team. Our ideal candidate is located in Canada, and the role is budgeted for a Canadian hire. However, if you are in another North American location, we are open to hearing from you.