Customer Support Specialist - Tier I

About Canopy

Canopy is a fast‑growing SaaS company based in South Jordan, Utah that builds simple, efficient software for accounting firms. We focus on delivering modern, user‑friendly tools that help firms unlock the results they want.

Location:

Utah / South Jordan.

• Anticipate and resolve customer issues professionally and timely via email, in‑app chat, and phone.
• Provide superior customer service and remote troubleshooting assistance.
• Take ownership of customer issues, advocate for their needs, and adjust urgency and escalation based on context and severity.
• Develop a sound understanding of current and upcoming product features and explain them step‑by‑step to users.
• Identify opportunities to answer questions before they are asked and inform customers about new resources or products that add value to their businesses.
• Maintain a positive and patient attitude with all customers and coordinate across the organization for technical or account‑level issues.
• Help improve and perfect support processes.

• Self‑starter who takes ownership of responsibilities.
• Tech‑savvy with the ability to learn new software quickly.
• Organizational, creative, and solution‑oriented.
• Willingness to learn about tax‑resolution industry and IRS forms related to the software.
• Excellent written and verbal communication in English.
• Adaptable to a growing company and new challenges.
• Typing speed of 50 wpm or faster.
• Excitement about applying AI to day‑to‑day workflows.

• Work a consistent, reliable full‑time schedule (typically 40 hours per week, Monday‑Friday, in‑office MWF).
• Maintain an appropriate posture and use a computer throughout the day.
• Communicate clearly and professionally in writing and verbally via phone and computer systems.
• Use sales and collaboration tools such as Salesforce, Intercom, Google Suite, and Slack.
• Maintain focus and professionalism in high‑pressure situations.

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

• Flexible paid time off and 10 company holidays.
• Health benefits (medical, dental, vision) with 100 % employee coverage of medical premiums.
• 401(k) with 100 % match up to 3 % of contribution.
• Access to mental‑health resources and an employee assistance program.
• Paid new‑parent and birthing‑parent leave.
• Company‑paid basic life and disability insurance.
• Peer‑to‑peer recognition program.
• Regular company events and full‑stocked kitchen.
• DEIB committee involvement.

Typical stages include a brief phone screening, a 45‑minute video or in‑person interview with the hiring manager, additional rounds as needed, and a final interview.

Canopy is an equal‑opportunity employer and provides employment opportunities without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability, genetic information, marital status, or veteran status.