Support Lead at Contra

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Job description

Time zones: EST (UTC -5)

Who We Are And What We Do:

Contra is revolutionizing the world of work. Contra provides companies with an industry-leading all-in-one platform to manage and scale their flexible workforce.

In a world where work is becoming more flexible and project based Contra is leading the way in making the world’s platform for project-based and flexible work. Our platform offers all the necessary tools for hiring onboarding managing and paying flexible talent. Contra has raised over $44M from top VC’s including NEA Unusual Ventures and Cowboy Ventures.

Why Join Contra's Journey?

Contra isn’t just another HR tool. Contra is building a new type of platform for the future of work. As both people and companies look to adopt more flexible working styles and talent strategies we are leading the way with a network of over 500k freelancers and 15k clients who depend on Contra to work together and collaborate 100% commission-free.

About You:

As the Support Lead you'll be dedicated to fine-tuning and optimizing our support platform (Intercom) to improve how we interact with users increase product engagement and streamline our support operations. You'll work on boosting key metrics refining user interactions and making sure every user has a great experience. Your goal is to make our support operations as efficient and effective as possible.

Responsibilities:

Become a Contra product expert - focusing on user workflows integrations and platform functionality.
Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met.
Lead initiatives on best practices and process improvements.
Provide world-class support by taking ownership on user issues both on the freelancer and client side - working closely with the engineering product and other teams to address and resolve user issues quickly.
Provide regular insights and feedback on project status achievements and areas needing improvement.
Keep our knowledge base updated refine and optimize help content ensuring it supports user self-service and automated tools' effectiveness.
Enhance the efficiency of customer support operations focusing on reducing response and resolution times.
Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation.

Requirements:

2-3+ years of support experience.
Proven track record of driving user retention and growth.
Strong communication and interpersonal skills with the ability to build and maintain relationships with key stakeholders.
Excellent problem-solving skills and the ability to think strategically.
Located in Toronto Canada.

Total Comp:

Contra offers competitive pay scalable benefits and perks.

$70000 CAD
Health + dental benefits
We provide you with a laptop on your start date

Interview Process

Intro Call with Recruiting Team (15-20 minutes)
Interview with Head of Operations (45 minutes)
Paid Case Study **+ Presentation to Head of Operations + Head of Community (45 minutes)
Interview with CEO & Co-Founder (30 minutes)

Contra is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

Note: Contra communicates with applicants through @contra.com domains only. We never ask for money from potential employees. For the latest job postings visit Contra Careers .

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