Customer Support Specialist

About Link2Feed:

Link2Feed is a social impact, software as a service (SaaS) company that's focused on helping mission-driven organizations tackle poverty relief in their communities. As a Certified B Corporation, we measure our impact by more than just profits. Our customers have a vision for profound impact. From national nonprofits and state governments to volunteer run local church groups, Link2Feed's software is helping organizations of all shapes and sizes transform the way they serve their communities. Learn more at www.link2feed.com.

We are proud to be a part of Radicle Health and its operating companies, a group of mission critical human services applications, which together provide platform technology solutions to more than 12,000 human services organizations across the U.S. and Canada.

Position Overview:

The Customer Support Specialist II plays a critical role in providing advanced customer assistance and ensuring high levels of customer satisfaction. This role involves handling inquiries, offering detailed resolutions, and working closely with internal teams to enhance customer experiences. The ideal candidate will have a deep understanding of technical tools, troubleshooting skills, and the ability to collaborate across teams.

Key Responsibilities:

• Handle customer inquiries, providing effective and timely solutions
• Submit technical tickets to the development team with clear descriptions and replication steps
• Provide technical support for client site setup, ensuring proper feature integration and workflows.
• Assist in configuring system settings, custom fields, and user permissions based on client needs.
• Collaborate with internal teams to troubleshoot configuration issues and resolve escalated requests.
• Provide best practice guidance for configuration optimization.
• Lead initiatives to improve support processes and customer experience.
• Accurately document customer interactions and issues in the support system.
• Lead the development and updating of support documentation while ensuring client guides are up-to-date.
  
  

Qualifications:

• 1-3 years of experience in a customer support role, ideally within a technical or SaaS environment.
• Familiarity with support tools such as Zendesk, Pendo, and technical error reporting tools.
• Basic knowledge of SQL and API integrations.
• Strong organizational skills and the ability to handle multiple tasks efficiently.
• A customer-focused mindset with a commitment to providing value-driven support.
  
  

Other Information:

• Location: Fully remote
• Compensation: $75,000-80,000 CAD
• Benefits: 401k matching, medical, dental and vision healthcare coverage, unlimited PTO, paid holidays, volunteer time off, paid parental leave, etc.
  
  

Radicle Health and its Operating Companies are Equal Employment Opportunity employers that proudly pursue and hire a diverse workforce. Hiring or employment decisions are not made on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.