Customer Experience Specialist

About Canopy

Canopy is a fast-growing SaaS startup in Draper, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

We are seeking an energetic, friendly, and intelligent professional to help grow our company and contribute to world-class customer satisfaction. As a member of the Customer Experience team, you will provide top-tier service and support primarily to users of our software via email, in-app chat, and phone channels. 

Location: This is a Utah-based work-from-home role.
Starting Compensation: $40,000/year

Available Shifts: Mon-Fri: 7AM-3PM, 8AM-4PM

What You'll Do: 

• Anticipate and resolve customer issues in a professional and timely manner
• Provide superior customer service and remote troubleshooting assistance
• Take ownership of customer issues and be the customer advocate 
• Develop sound understanding of Canopy’s current and upcoming features
• Identify opportunities to answer questions, even before they are asked
• Explain step-by-step instructions and assist users in navigation through software
• Drive value to customers by informing them of new resources and products that will make an impact on their businesses 
• Maintain a positive and patient attitude with all customers
• Coordinate within the organization for technical and account level issues
• Help improve and perfect processes across the support organization

Your Skills Include:

• A self-starter with desire to take ownership of the role and above responsibilities
• Tech-savvy with the ability to learn software and new tools quickly
• Organizational skills, creativity, and a solution-oriented focus
• Willingness to learn about tax resolution industry and IRS forms as they relate to the software and its functions
• Excellent written and verbal communication skills in the English language
• Ability to pivot with a growing company and accept new challenges
• Be able to type at 50wpm or faster

Bonus Qualifications:

• Experience in support ticketing systems
• Previous customer service and support experience
• 2-3 years experience in a call center environment
• Experience in the accounting & tax software space
• Retired CPA ready to take on a new challenge

Canopy is an equal opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.