Customer Success Specialist

About Us

At Port443, we work together, laugh together, and, yes, eat a lot of donuts together. (Seriously, check out our Instagram—it’s basically a food blog at this point!). Lunchtime often turns into a mini Mario Kart tournament. We’re pretty competitive . Our products—My Music Staff, TutorBird, and AthletaDesk—are always evolving, so there’s never a dull moment around here. Every day, we connect with thousands of users worldwide, and if you ask them what they love most about us, they’ll tell you it’s because we listen. We go above and beyond to understand their needs, and that’s why our members are at the heart of everything we do. Their ideas and feedback shape our products.

Oh, and did we mention the donuts?

About You

You’re a people person (don’t worry, we also hate that phrase and we promise not to use it again). You’re friendly, patient, and willing to jump in to help a teammate who needs it. You’re flexible and always ready to hit the ground running, figuratively and literally – we have a treadmill desk at the office! You’re a strong communicator who can explain some complex invoicing/accounting concepts with simplicity and clarity. You’ve got an eye for detail, so you’ll spot that typo and fix it before you hit send. You’ve got a good sense of humour – feel free to tell us your most groan-worthy G-rated joke in your job application for bonus points

What You Bring:

• 2+ years of experience working as a customer success specialist at a SaaS company
• Technical knowledge – you must be able to troubleshoot, investigate, and think outside the box (brownie points if you have a basic understanding of HTML and CSS)
• Exceptional written and verbal communication skills that engage our customers
• Talent for decoding customer requests, figuring out what they really need even when they’re not quite sure how to explain it
• A positive customer-centric mindset
• An abundance of patience and empathy

What You’ll Do:

• Communicate with customers by telephone and email (so if you hate talking on the phone, this probably isn’t the job for you…)
• Hold 1-on-1 onboarding sessions for the new members
• Record all incoming feedback and respond to customer issues in a timely fashion
• Maintain an enthusiastic and dedicated approach to understanding customers’ needs
• Educate customers on the full value of our products and services
• Serve as the voice of the customer and provide internal feedback on how we can better serve them
• Work closely with the development team to identify bugs and track feature requests

Meet the Team!

Bailey is our amazing Customer Success Lead, currently on a short break for mat leave. At the moment, she’s leading Customer Success at home (customers = kids), but she’ll be back soon to wrangle the rest of us again. A stickler for organization, she’s all about hand-writing everything in her planner (yes, she’s that committed to staying on top of things!). When she’s not keeping us all on track, you can find her with a Diet Coke in hand, catching up on the latest reality TV drama, or discussing her latest book club pick. Whether it’s navigating customer challenges or dissecting the twists of her favourite shows, Bailey’s the one you want in your corner!

Chris is an artistic soul, working through creative solutions to our customers’ technical issues by day, and creating beautiful paintings and sculptures by night! He’s always going out of his way to be as helpful and friendly as he can (which comes naturally to him!), so it’s no wonder our customers love when they get him on the phone or get to talk to him at a trade show. If you want to live vicariously through him, ask him about his amazing trip to Cuba!

Jameela brings positive energy & good vibes to the office every day! While Bailey is away on mat leave, Jameela has stepped in as our acting Customer Success Lead — and she’s been crushing it. Her background in teaching means she’s got the perfect skills to help educate our members on any tech issues they run into and to stay patient on the phone when they have lots (and lots and lots…) of follow-up questions! One thing on Jameela’s bucket list is to open up a boutique dessert shop. We’re happy to be taste-testers for you, Jameela!

Matt knows a thing or two about keeping his cool under pressure, whether he’s on the support desk or lining up a tricky putt on the golf course. He’s also big into jazz and guitar, which means he brings the same smooth style to solving customer issues as he does to his music. Add in his love for coffee (he fits right in with the team on that one ), and you’ve got the perfect mix of focus, rhythm, and good vibes.

Olivia adds a splash of creativity to everything she does! Whether she’s helping a customer troubleshoot an issue or putting the final touches on one of her stunning acrylic paintings, Olivia is all about the details. When she’s not supporting our members, she’s designing digital illustrations or creating custom stickers for fragrance brands (yep, she’s a perfume connoisseur too!). If you’re ever on the hunt for a new signature scent, Olivia’s got the recs—and probably a sticker to match.

Richie is your go-to for customer help and coffee knowledge. As our resident coffee expert, Richie knows his beans better than anyone, and rumour has it, he’s got a secret stash of the good stuff. When he’s not helping customers, you’ll probably find him leveling up in his latest game or lost in a good manga. Oh, and ask him about his epic trip to Egypt—just be ready for a wild story or two involving pyramids and lifelong memories with his friends!

Ziad keeps things cool, calm, and collected no matter what support challenges come his way. With a background in content creation, videography, and photography, Ziad’s got an eye for capturing the perfect moment—and a knack for explaining even the most technical steps like a pro. Outside of work, he’s either cooking up something delicious or planning his next travel adventure. Whether he’s solving a customer’s issue or slow-cooking the perfect dish, Ziad does it all with a chill vibe that instantly puts you at ease.

Other Perks/Benefits:

• Free snacks and coffee – because we know the way to your heart.
• Fun company social events throughout the year – and yes, significant others are always welcome!
• Cool company swag when we hit milestones – check out our IG to see some of our past goodies.
• Comprehensive health benefits plan – time to finally book that dentist appointment!

When you join Port443, you’re becoming part of a team that mixes innovation, excellence, and fun. Sound like your kind of place? We’d love to hear from you! To tell us why this role is calling your name and what you can bring to the table, submit your cover letter, resume, and, of course, your favourite donut flavour

P.S. A real human reads every submission, so don’t be shy—let your personality shine!

Please note that while we appreciate every application, we may not be able to respond to all applicants. If you make it to the next round, we’ll be in touch!