Customer Support Specialist - Tier I

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry.

Canopy, Utah

As a member of the Customer Support team, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. This role requires critical thinking and problem‑solving rather than simply following scripts. You will help build new pathways for customers, outline solutions, and lay the foundation for a rapidly‑growing company and team.

• Anticipate and resolve customer issues in a professional and timely manner
• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and advocate for their needs, adjusting urgency and escalation based on customer context and issue severity
• Develop a sound understanding of Canopy’s current and upcoming features
• Identify opportunities to answer questions before they are asked
• Explain step‑by‑step instructions and assist users in navigating the software
• Drive value to customers by informing them of new resources and products that will impact their businesses
• Maintain a positive and patient attitude with all customers
• Coordinate within the organization for technical and account‑level issues
• Help improve and perfect processes across the support organization

• A self‑starter with a desire to take ownership of the role and responsibilities
• Tech‑savvy with the ability to quickly learn software and new tools
• Organizational, creative, and solution‑oriented skills
• Willingness to learn about the tax resolution industry and IRS forms related to our software
• Excellent written and verbal communication skills in English
• Ability to pivot with a growing company and accept new challenges
• Typing speed of 50 words per minute or faster
• Excitement about implementing and utilizing AI in day‑to‑day workflows

• Work a consistent and reliable full‑time schedule, including adherence to assigned shifts, breaks, and attendance expectations
• Schedule:
  
  Typically 40 hours per week, Monday through Friday. In‑office, MWF. Individual schedules may vary based on team needs and role responsibilities. Evening or weekend coverage may be required depending on team rotation and seasonality
• Ability to sit or stand at a desk for extended periods while using a computer
• Ability to operate a computer throughout the day
• Communicate clearly and professionally in writing and verbally, with external customers and internal employees, via phone and computer systems (with or without reasonable accommodations)
• Use sales tools such as Salesforce, Intercom, Google Suite, Slack
• Maintain focus and professionalism in high‑pressure situations

• Experience in support ticketing systems
• Previous customer service and support experience
• 2‑3 years of experience in a call center environment
• Experience in the accounting and tax software space

• Flexible Paid Time Off — encouraged to use plus 10 company holidays
• Health Benefits — Medical, Dental, Vision, HSA match; 100% coverage for employees
• 401(k) — 100% match up to 3% of your contribution; eligibility is immediate with 100% vesting
• Mental Health — Impact Suite and Employee Assistance Program (EAP)
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits — Basic Life, AD&D, long‑term and short‑term disability coverage
• Nectar peer‑to‑peer recognition program
• Company Events — monthly meetings, summer parties, and more
• DEIB Committee initiatives
• Fully stocked kitchen with a range of options

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.