Job Description

This position is on-site in Burlington, ON.

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 diary at this point!) 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 that 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 experience working as a customer success specialist
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
Ideas! We want someone who’s excited to share their thoughts and suggestions with the team

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 as well as product demos 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
Travel to exhibit at trade shows (up to 10% travel may be required)

Meet the Team!

Adam is one of our Customer Success Specialists and he loves being on the phone! He’ll dive into complex customer questions & bugs without worry, and he’ll work nonstop until he gets them their answer. Not only is he resourceful when working on customer issues, he’s incredibly resourceful IRL too. You need glasses? He’s got a glasses guy. You need flowers? He’s got a flower guy. You need info on a website before signing up? He’s probably got a referral code!

Bailey is our amazing Customer Success Lead who’s always one step ahead when it comes to helping our team and customers. 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 favorite 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 is another of our Customer Success Specialists, whose joy brings positive energy & good vibes to the office every day! Her background in teaching means she’s got the perfect skills to help educate our members on any tech issues they run into and be incredibly 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!

Richie is one of our Customer Success Specialists, and if you’ve got a question, he’s got the answer—likely with a side of coffee advice! Our resident coffee expert, Richie knows his beans better than anyone, and rumor 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!

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!

Job Type: Full-time

Benefits: