Help Desk Support Technician jobs

About Us:

Foreplay redefines the way marketers engage with ads—empowering them to save ads into a personalized swipe file, curate briefs, and spy on competitors’ entire ad libraries.

Founded in 2021, Foreplay is a fast-growing, bootstrapped, and profitable SaaS company building the future of ad creative workflows. Based in Toronto, Canada, with a fully remote team across multiple countries, we’re a scrappy and fast-moving startup focused on helping marketers discover, analyze, organize, and leverage the best-performing ads.

Today, more than 10,000 marketers, brands, and agencies use Foreplay to make their creative research and advertising workflows faster and more effective.

The Role:

We're seeking a Customer Support Representative to be a primary point of contact for our customers and community members. You’ll play a pivotal role as we scale the business by handling inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels.

Responsibilities:

• Respond to customer support tickets via live chat and email during assigned US business hours.
• Take ownership of customer issues from the initial request through resolution, including troubleshooting, follow-up, and clear communication.
• Develop a strong understanding of Foreplay’s products, including Discovery, Spyder, Lens, Swipe File, Boards, and API-related features.
• Troubleshoot product, account, billing, subscription, integration, and technical issues within your scope.
• Identify potential bugs and recurring product issues, document them clearly, and escalate them to the appropriate Product or Engineering team.
• Proactively follow up on escalated issues and keep customers informed until the issue is resolved.
• Maintain accurate and detailed customer and ticket records in our internal systems.
• Create and maintain helpful Help Center articles, FAQs, and troubleshooting documentation based on common customer questions.
• Use AI tools to improve efficiency while ensuring every customer interaction remains warm, human, accurate, and personalized.
• Contribute to support metrics such as response time, resolution time, CSAT, ticket backlog, and recurring issue trends.

Qualifications:

• 1-2 years of experience in a customer-facing capacity, preferably within the technology sphere, with a focus on SaaS
• Experience with Foreplay and/or digital advertising is a major plus.
• Exceptional written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Ability to explain technical concepts clearly to both technical and non-technical customers.
• Strong sense of ownership: you don't simply answer a ticket; you make sure the customer's issue gets resolved.
• Comfortable identifying, documenting, and escalating product bugs.
• Strong attention to detail when documenting tickets and customer issues.
• Comfortable working independently in a remote environment.
• Comfortable using AI tools to improve productivity while maintaining a human, personalized customer experience.
• Comfortable working rotating shifts, including occasional weekend coverage.
  

What You Need:

• A laptop with a reliable internet connection
• Willingness and ability to work assigned shifts, which may include weekends, within US time zones.