Customer Success Specialist

Overview

At HTG, you’ll push boundaries with the latest tech and collaborate with a team that loves what they do. Be part of a design services company that is among the companies that lead the world in technology and innovation.

Your next chapter starts here

In this role, you will:

• Respond to customer inquiries via email, phone, chat, SMS/WhatsApp and in-app support with professionalism, empathy, and accuracy.
• Own and resolve customer issues, coordinating across teams and escalating when necessary.
• Guide customers & installers through onboarding and ensure they feel supported at each touchpoint.
• Partner with the revops, marketing, and product team on communications, campaigns, and content creation (FAQ, knowledge base, proactive emails).
• Support product and operations teams with testing, reporting bugs, and documenting patterns from support trends.
• Identify improvement opportunities across the customer journey and contribute to cross‑functional projects.
• Contribute to the development and continuous refinement of customer service documentation and training.
• Maintain a customer‑first, feedback‑informed service mindset.
• Grow within the support team by deepening product expertise and stepping into Level 2/3, product, IS, or Eng specializations over time.
• 2–4 years of experience in customer support, success, or similar customer‑facing roles.
• Experience working cross‑functionally with sales, operations, and marketing teams.
• Outstanding verbal and written communication skills in French.
• Proven ability to stay calm and composed in high‑pressure or ambiguous situations.
• Demonstrated passion for technology, sustainability, and learning.
• Comfortable using ticketing platforms, CRMs, and support tools (e.g., Dynamics 365, Jira, Salesforce, Intercom) and Contact Center Omnichannel (Talkdesk, Genesis, etc.).
• Self‑starter, resourceful, and solution‑oriented mindset.
• Willingness to work flexible shifts, including early mornings, evenings, or weekends as needed.
• Strong organizational skills and ability to manage time independently.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasional onsite participation or hands‑on testing may be required.

High Tech Genesis Inc. is an Equal Opportunity Employer committed to building inclusive teams where diverse perspectives drive innovation.

We support an accessible recruitment process and are happy to provide accommodation upon request.

Applicants must be legally authorized to work in Canada, and resumes should be submitted in Microsoft Word format.