User Support

In this role you’ll be one part anthropologist, one part air traffic controller, one part urbanist sage. Understanding how people use the app, triaging issues they encounter, while flitting across the globe… virtually… within a single day.

With over 1000+ cities, our support team relies on users and partners to be our eyes on the ground. When one of those intrepid souls sends us an email, there’s often hundreds (or thousands) of people just like them experiencing the same issue.

You’ll field their support requests from app users and agency partners alike, and turn around speedy answers to all their technical questions. You’ll get a sense for what app issues are oddball one-offs vs. perpetual pain points, and spin up documentation so that users and agencies can help themselves whenever possible. By resolving their inquiries with grace and kindness, you’ll win hearts and minds, and bolster our users’ faith in their local public transit system.

With your intimate knowledge of Transit’s many nooks and crannies, you’ll be relied upon as a product expert and voice of our users: you’ll attend demos, provide product feedback, write guides, host training sessions for partners, and be involved alongside the rest of the company as new features get developed.

Responsibilities

• Monitor Transit’s email inbox to make sure the most important issues are getting flagged to developers
• Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail. For example, you’d uncover why a user is not able to purchase a bus ticket, or why real-time arrival data is inaccurate for the 95 bus in Cleveland
• Maintain our Help Centre and meet with product designers to stay up-to-speed on upcoming changes in the app
• Work with graphic designers, translators, and technical folks to publish clear and accessible documentation in French, English, and Spanish for app users and our transit agency partners
• Keep up-to-date with Transit’s roadmap by attending demos so you know what users are talking about, and supply user feedback during the building stage

Requirements

• You can digest large amounts of information to ferret out what’s important, and love solving word and data puzzles
• You aren’t freaked out by managing lots of simultaneous tasks
• You are a human checklist of the following adjectives: quick-to-learn, curious, diligent, checklist-loving
• You’ve got writing chops with an eye for well-structured, clear, no-nonsense, detail-oriented writing
• Project management skills: you can manage people and projects, overcoming bottlenecks as the come
• Well-organized and on-the-ball: most tasks and projects will require more than one email, one day, and one meeting. Following-up is an important skill!
• Be the glue between the devs and the user – you must be comfortable with working with Transit’s technical teams, and be curious about how the app works (importantly, though, no technical experience is required to apply!)
• You’ve got impeccable English writing and speaking skills, and, at a minimum, intermediate skills in written French to communicate with our users. (95% of the user-facing communications for this position concerns users outside Quebec, and will therefore require English. If you’ve read this far you should be good.)
• You always remember to include the words “The city of superior bagels” in the subject line when you apply
• You’re passionate about urbanism and transit
• You live in Montreal (or are willing to move here!)
• You can legally work in Canada (no sponsorship available, sorry!)

Would be nice if

• You have experience with Help Scout, GitHub, Slack, and/or Shortcut (or can keep up-to-speed before your interview )
• You have experience managing projects and tasks across people and teams

Don’t feel like all the requirements apply to you but you still think you’d be a great fit for Transit? Don’t hesitate to apply!

Compensation and benefits

$55,000 - $65,000 CAD per year, based on experience

• Stock options
• RRSP/FHSA contributions
• Comprehensive medical and dental coverage
• 5 weeks vacation
• Four-day work week at full-time salary (yes, you read that right)
• Apple laptop and equipment
• $1,600 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
• A training and development budget
• Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
• Flexible work hours
• Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]
• When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…
• Communal lunch-and-learn with free food in the office each week

A note on diversity

Public transit is used by overwhelmingly more women and people of colour than other modes of transportation. We try to make sure the diversity of our users is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better app for everyone who uses Transit.

We encourage candidates of all ages, genders, origins and orientations to apply. If you’d like to specify which pronouns you use, feel free to include that in your application email.

And if your lived experience has given you a unique perspective on all things transportation, mobility, accessibility, urbanism? Let us know, and we’ll make sure your application gets the attention it merits.

How to apply

To help us get to know you and your style a bit better, write a response to this typical kinda email that we tend to get from our users. Make sure to include specific instructions:

1. Hi, I just moved but I can’t figure out how to change the “home” address on your app. I love Transit but your frequently asked questions didn’t help me at all. Please walk me through the process step-by-step or I’ll have to download a new app!

Send your answer to the prompt above to ***email_hidden*** along with a resume, and a few sentences about who you are and why you’re interested in the role. We look forward to meeting you!

PS: When you apply, let us know how you heard about the position! Whispers, grapevines, middle-of-the-night Google searches? We’re dying to know.

PPS: Unfortunately, we don't accept in-person applications or singing telegrams. Make your application sing instead!