Client Solutions Specialist

As a Client Solutions Specialist, you will be a key point of contact for clients, helping them resolve product, technical, and service-related questions. You will combine empathy, curiosity, and technical problem-solving skills to deliver thoughtful and effective support. The role involves communicating with clients by phone and email while investigating issues and coordinating solutions with internal teams. You will develop deep knowledge of SaaS products and their underlying technology to provide increasingly effective guidance.

Your work will directly influence client satisfaction, product adoption, and the overall user experience. This is an 18-month contract role in a collaborative, learning-focused environment with a Monday–Friday schedule from 12 p.m. to 8 p.m. ET.

Accountabilities

Serve as the first point of contact for clients, delivering a positive and personalized experience through professional phone and email support.

Investigate client questions and issues by gathering relevant information, identifying root causes, troubleshooting problems, and developing effective solutions.

Evaluate, categorize, and prioritize inquiries according to urgency, complexity, and client impact.

Identify technical issues and collaborate with internal teams to investigate and resolve them efficiently.

Maintain resolution times that meet established service and performance standards while ensuring quality is never compromised.

Develop expert knowledge of all products, features, and services available to clients.

Accurately document client interactions, troubleshooting steps, resolutions, and relevant information within the CRM.

Anticipate potential product or user challenges and proactively identify opportunities to improve the client experience.

Build trusted, long-term client relationships through empathetic, genuine, and solution-oriented communication.

Act as a liaison between clients and internal teams to facilitate effective communication and continuously improve the user experience.

Guide clients through solutions and available resources, helping them become more confident and self-sufficient in using the products.

Share knowledge and collaborate with colleagues to strengthen team-wide service quality and problem-solving capabilities.

Proactively identify and recommend new approaches for improving processes, support experiences, and client satisfaction.

Maintain a strong sense of urgency and ownership when addressing client needs and resolving issues.

Requirements

3+ years of proven client service experience , preferably in a client-facing environment involving both phone and email communication.

Demonstrated expertise in troubleshooting and resolving client or technical issues.

Strong technical proficiency and experience working with CRM platforms such as Salesforce, Sales Logix, or comparable systems.

Experience working in a SaaS or education technology environment  is an asset.

Strong technical aptitude combined with excellent interpersonal and communication skills.

Highly organized, with the ability to manage multiple inquiries, priorities, and tasks effectively.

Strong time-management skills and the ability to prioritize work according to urgency and client impact.

Naturally curious and committed to developing a deep understanding of products, features, and the technology behind them.

Empathetic and client-focused communication style, with the ability to build trust and manage challenging situations professionally.

Strong problem-solving skills and the ability to investigate issues independently while knowing when to involve other teams.

Collaborative team player who is comfortable sharing knowledge and learning from colleagues.

Ability to work effectively in a fast-paced, technology-driven environment while maintaining high service standards.

Benefits

CAD $50,000–$55,000 annual compensation , with the final offer based on experience and expertise.

18-month full-time contract .

Flexible work arrangements, including remote work options in Canada.

Monday–Friday schedule from 12:00 p.m. to 8:00 p.m. ET .

Four weeks of vacation.

Employer-paid health and dental benefits.

Four-month parental leave top-up.

Group RRSP with 3% employer matching .

Professional development opportunities through internal and external training and mentoring.

Professional development budget for employees.

Opportunity to work with modern technologies in a collaborative and inclusive environment.

Strong focus on continuous learning, innovation, and employee growth.

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