Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST 

RocketRez is paving the way in the Tours and Attractions space by building the ultimate all-in-one platform for managing tours and attractions. Our platform seamlessly connects data from every part of our customers’ business to help them manage revenue like never before. If you’re passionate about people, tech solutions, travel, and exciting attractions, this could be your dream career! 

We’re looking to expand our Customer Support Team by adding a dedicated Customer Support Specialist. We’re a fast-growing startup that puts our customers first, and we’re firm believers that “People Come First”. That’s why this role is so crucial—and comes with exciting growth opportunities. 

RocketRez’s Customer Support Specialist is a customer champion—responsible for providing exceptional support while becoming a product expert, educator, and all-around brand ambassador. 

Our ideal candidate has experience in a SaaS startup and can learn complex systems in a flash. You’re empathetic, a problem solver, and a creative thinker who knows how to craft unique solutions. 

Responsibilities: 

• Provide top-notch support and solutions to customers via Freshdesk tickets and Phone Support. 
• Troubleshoot platform issues and help configure user settings. 
• Escalate complex cases to CSMs or Tier 2 when necessary. 
• Educate and train customers on the ins and outs of our software. 
• Partner with internal experts to resolve customer queries. 
• Stay on top of product updates, new features, and improvements. 
• Work with Product Management to refine support and training materials. 
• Gather customer feedback and share insights with CS and Product teams. 

Key Qualifications 

• Experience working within a SaaS company 
• Prior technical support experience 
• Ability to learn complex software systems quickly 
• Excellent English communication skills – both written and verbal 
• Tech-savvy, adaptable, and comfortable with frequent functionality updates 
• Superior customer service skills – owns the ability to be responsive, compassionate, resourceful, and solution-oriented (all while maintaining a positive attitude) 
• Master of critical thinking – Has the ability to provide innovative solutions or draw reasonable conclusions from provided information/context 
• Enjoys working directly with our customers, being their trusted advisor, and understanding the importance of customer happiness in staying ahead of our competition. 

What You’ll Love About RocketRez 

At RocketRez, we believe People Come First, and that includes every team member. We’re building an environment where each person is empowered to do their best work through real connection, development, and just the right amount of fun. 

Here’s what you can expect: 

• Make an immediate impact in a high-growth company shaping the future of tour and attraction software 
• Work in a hybrid environment. Winnipeg-based team members collaborate in our HQ, while others work remotely across Canada, the US, and Ecuador with flexibility and trust 
• Join a collaborative, thoughtful, and driven team that’s focused on doing right by the customer and each other 
• Competitive salaries, generous paid time off, retirement benefits, health insurance, and supportive parental leave 
• Be yourself! We hire from and for a wide range of backgrounds and experiences, because diversity strengthens everything we do 
• Grow with us as we continuously improve and build a product and culture we’re proud of 

Our Core Values 

• Win With Integrity 
• Honest Dialogue Always 
• Assume Positive Intent 
• People Come First 
• Continuous Implement Mindset 
• Teamwork Drives Results 

We’re beyond excited that you’re interested in joining RocketRez and we can’t wait to meet you.