Customer Support Services Coordinator

We are hiring two Customer Success Coordinators to support our growing team. While both roles share core responsibilities, one position will have a specialized focus on Incentives & Operations, supporting participant incentive programs and operational workflows in addition to core Customer Success responsibilities.
This position is ideal for someone early in their career who is highly organized, technically curious and eager to build hands-on experience across customer success, operations and incentives management in a fast-growing tech environment.
Reporting to the Director of Customer Success, you'll play a critical role in ensuring our clients and research participants have a seamless, positive experience - from incentive fulfillment to day-to-day project support - while occasionally stepping in to provide tech support coverage when needed. This is an entry-level role designed for someone at the beginning of their career who is excited to learn, take ownership and grow over time.
When you join Rival Group, you're not just accelerating your career—you're also helping shape the future of customer insights and market research.
We're a forward-thinking, results-driven organization obsessed with helping innovative brands get closer to their customers in a way that feels fresh, organic, and fun. Rival Technologies, the tech arm of our business, is the world's best conversational research platform and one of Vancouver's fastest-growing tech companies. Reach3 Insights, our consulting side, is an award-winning market research agency with offices in Chicago, Toronto, and Vancouver. Together, we're helping brands like Coca-Cola, Kellogg's, Dell Technologies, REVOLT TV, and Roblox get better insights they can use to deliver better products, create more impactful marketing campaigns, and improve the end-to-end customer experience.
Our customers LOVE our tech and services. If making measurable, immediate impact while having fun sounds like your jam, then we invite you to apply!
Assist customers with their projects and overall day-to-day relationship, driving product adoption, satisfaction, retention, and renewals for subscription accounts
Build and maintain trusted advisor relationships with customers, creating strong champions who value and advocate for our platform
Support customers in successfully leveraging our platform to achieve their desired outcomes
Identify opportunities for ad hoc clients to develop into subscription accounts
Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
Use data and reporting to identify "at-risk" accounts and support proactive outreach
Additional Support
Support Customer Success Managers with project setup, coordination, and execution
Monitor projects and accounts to identify risks and opportunities
Occasionally join client calls to support delivery and gain client-facing experience
Provide infrequent backup coverage for tech support (training provided)
This coverage is infrequent (typically a few weeks per year in total) and supported by training. Over time, your familiarity with our platform through customer success and incentives work will make this coverage straightforward.

Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
Fulfill digital gift cards, points-based rewards, and ad hoc incentives with strong attention to detail
Manage the incentives support inbox and resolve participant inquiries
Track incentive retainers and provide balance updates to Customer Success Managers
Undergraduate degree required (or equivalent work experience)

• 0-2 years of Customer Success or a related customer-focused role
• Strong customer-first mindset with a passion for delivering exceptional experiences
• Experience in a customer support, operations, coordination, or service-oriented role (professional, internship, or equivalent experience)
• A collaborative mindset and willingness to support teammates when needed
• Technical curiosity and confidence learning new tools, systems, and platforms
• Ability to manage competing priorities and meet deadlines in a fast-paced environment
• Flexibility and responsiveness, including occasional monitoring of emails outside standard working hours when required

Interest in technology, market research, or data-driven work
Familiarity with CRM systems, helpdesk tools, or incentive programs (not required)
We're committed to pay equity/fair pay practices and closing the gender salary gap.
In determining salary, Rival Technologies considers many factors including the successful candidate's skillset and experience as well as internal equity. Home office, Internet and Cellphone stipends
Parental leave top up
Hybrid working model and home office benefits
Comprehensive paid time off that covers vacation, sick, and personal days.
100% employer-paid health and dental plan

• Health spending account
• Generous sick, personal, and mental health days
• $According to a survey of our employees conducted by an independent agency:
• 91% of our people believe management practices are equal and impartial
• If you think you're a good fit, please connect with us ASAP with your resume. At Rival, we value the unique qualities and experiences that each candidate brings to the table. We believe in a personal approach to hiring and take the time to thoroughly review each resume ourselves. If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Rival provides equal employment opportunities to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

No recruiters and no phone calls, please!