Customer Support Representative - 12pm-8pm EST Hours

Blue J is the leading solution in generative AI for tax experts. Our cutting edge, AI-driven tax research software is the best in the market, driving deeper, more efficient research answers for accountants and lawyers across North America and in the UK. 

We just announced our Series C funding, and our growing team is racing ahead with exciting product development plans to continue revolutionizing Tax Research.

To help drive this exciting expansion and significant growth, we are looking for a Customer Support Representative to support our customers all across North America. We're looking for somebody based in Ontario to work 12pm-8pm EST, Monday to Friday.

Working with our Customer Success Team, and our Revenue team more broadly, the Customer Support Representative (CSR) will be a main point of contact for our customers as they learn to use Blue J. The CSR will be responsible for responding to a wide array of customer inquiries and issues in a timely and professional manner, as well as taking on certain customer meetings, including onboarding and training sessions for customer accounts of all sizes. 

We’re looking for somebody just starting out in their career who is interested in helping people solve problems and providing excellent service through their work. Prioritization and organization will be just as essential as the desire to delight the customer with great outcomes. You’ll have the opportunity both to learn from our existing team and processes, and continue to optimize how we deliver great results for customers. You’ll own your work and role with a great deal of individual input.

Reporting to our VP of Customer Success, you will be accountable for delivering resolutions to support requests within a defined time frame based on account priority, and will begin to own a book of business for revenue retention. You’ll develop skills in customer interactions and account management, and you will have the opportunity to grow within the company as we scale the expansion of Blue J.

You’ll be joining a high-achieving Customer Success team and working collaboratively with our Revenue and Product teams. We’re looking for somebody who is enthusiastic, organized, and scrappy, and who is excited about making a big impact at the early stages of Blue J’s growth. 

Blue J is a team of values-driven people working together towards something we all deeply care about. You’ll have the chance to work with an incredible, friendly, and fun team, and advance your career as you collaborate with us as a key player in driving the growth in what promises to be a very exciting 2025! 

A note on location: We are excited to meet candidates and are grateful for everyone's interest. While this role is listed as hybrid, you'll have the option to go into our downtown-Toronto office, work remotely, or choose a mix of both! Because of occasional in-person meetings, applicants must be based in the GTA/South-Western Ontario, and be legally eligible to work in Canada.

• We’ll work closely with you during your onboarding to support you as you quickly ramp up on our processes and our market. By the end of onboarding you will have: 
• Developed a deep understanding of how Blue J delivers and adds value to our customers
• Completed training on our various support functions - setting up accounts, preparing usage reports, triaging and responding to certain customer feedback, etc...
• Completed training on our customer success processes and priorities for the team - understanding how you can best contribute
• Shadowed a series of customer conversations to begin working up to having certain live customer interactions

• Triaging customer support inquiries by Service Tiers and urgency
• Optimizing support functions to improve efficiency and customer experience
• Responding in a timely manner to customer inquiries with effective language and framing
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio
• Organizing your work in a reportable way, so we can identify accounts with high support need and better understand ways to implement product improvements
• Working closely with the customer success team to identify red flags and opportunities for growth within their accounts, based on your support-based interactions
• Becoming a product expert and addressing customer inquiries

• Exceptional presentation, written and verbal communication skills
• Client or customer facing experience. If you’ve worked in SaaS, that’s great, but we also love seeing people who can use transferable skills developed in hospitality and retail!
• Demonstrated ability/potential to be organized across a wide range of tasks of varying priority
• Demonstrated ability to work well in a closely-knit team
• Strong organizational, analytical, and Project Management skills
• You're naturally team-oriented and thrive in collaborative environments
• Bachelor’s degree or equivalent experience. Candidates with an essay-based Arts degree tend to thrive in this role (Philosophy, Political Science, Women’s Studies, etc…), but we’re open to people with various backgrounds

• We're a great place to start your career - everyone is invested in each other's success, and we'll make sure you have everything you need to learn and grow professionally
• We offer competitive compensation packages, including base salary, stock options, a comprehensive benefits package for your whole family, generous vacation, and summer Fridays
• We're a start-up, but we genuinely offer work-life balance in all departments and at all levels. We believe that everybody wants to have time for the activities and people we love outside of our work, and that we all want to love our work. These interests are compatible, and our approach to time off reflects that.
• We are taking an exciting, highly anticipated new product into an untapped market at a time when there is a huge amount of buzz around the type of work that we do. You’ll have the opportunity to get in early and play a meaningful role in our expansion with the launch of Ask Blue J in North America and the UK, and ultimately, globally.
• We're venture-backed by investors who have been involved in some of Canada's most successful start-ups
• We have great people - you'll get to lead and work with a committed, high performing team
• We’re mission-driven and motivated by success, but we’re friendly, we’re collaborative, and we care about each other. We’ve got all those start-up perks, and are intentionally building a culture where you can play ping pong, feel safe to be yourself at work, and watch your career quickly grow because your team has invested in you.

• We are customer-focused
• We put the team interest before self-interest
• We are pleasant and playful
• We are open to better ideas
• We deliver on our promises
• We solve the toughest problems

• We anticipate a high volume of applications for this role and are excited to expand our team. Each application will be personally reviewed, and we'll get back to you as soon as possible. Thank you for your patience and we look forward to connecting with you! All candidates must be eligible to work in Canada, and live within reasonable commuting distance of our Toronto office for in person meetings.

• Step 1: Chat with Lavita, our Talent Acquisition Manager
• Step 2: Meet Mat and Rohaan, our VP Customer Success and Senior Customer Success Manager
• Step 3: Wrap up with Ben, our CEO