Customer Support
Who we are and what we do
Contra is building the world’s first professional network for independent creatives and the companies that hire them. We are commission-free, global, and focused on enabling the future of flexible work. Alongside our network and marketplace, we’re launching new product lines including Contra for Companies, Contra Ads Network, and Creative RLHF & Evaluation Services for AI labs and creative-tool companies.
We've raised over $51M from leading investors like NEA, Unusual Ventures, and Cowboy Ventures - and we're just getting started.
About the Role
What you’ll be responsible for:
- Provide world-class support by taking ownership of user issues - working closely with the engineering, product, and other teams to address and resolve user issues quickly.
- Become a Contra product expert - focusing on user workflows, integrations, and platform functionality.
- Work with a sense of urgency and quickly identify the root cause of issues and ensure SLAs/turnaround times are met.
- Suggest process improvements and introduce best practices for operations.
- 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+ years in Customer Support
- Experience troubleshooting technical issues
- 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.
- Excellent verbal and written communication skills.
- Shift:
- Monday, Tuesday, Friday, Saturday, Sunday (9am-5pm EST)
Tools You'll Be Using
- Intercom (primary tool)
- Retool
- Hubspot
- Notion
- Looker
- Linear
Total Compensation
- Salary: $70,000 CAD
- Extended health + dental benefits
- We will provide you with a laptop on your start date
Interview Process
- Interview with the Recruiting Team (30 minutes)
- Interview with Hiring Manager (40 minutes)
- Paid Case Study + Presentation (45 minutes)
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.