Senior Customer Support Specialist

Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.

ABOUT THE ROLE:

We are looking for a Senior Support Specialist to join our team for a permanent position in our downtown Toronto office. This role supports our partners and internal teams.

We’re an industry-leading organization that is continuously reshaping how consumers interact with their loyalty programs. We work with the world’s largest airline, hotel, financial, and retail rewards programs, to tackle complex challenges and come up with innovative e-commerce solutions. If you’d like to be a part of it, we’d love to hear from you.

As a successful Senior Support Specialist, you will thrive in a fast-paced, customer-oriented environment. You are the escalation point for our internal/external partners. You will not only resolve customer issues, you will also help our members and partners find additional value in the products and services we offer. You will be comfortable using multiple applications at once to troubleshoot problems while projecting a positive and helpful attitude. You must be a good problem solver who is curious and eager to learn about and understand the inner workings of our products. Your strong analytical skills will be required to investigate customer transactions, recommend solutions and ensure our customers receive outstanding support. Your exceptional communication skills will be put to good use as you deliver detailed solutions directly to our internal/external partners. You are committed to your role and have an exceptional attendance record.

WHAT YOU WILL BE DOING:

• Build and maintain a successful business relationship with our partners
• Alongside the Points Global Care Manager, update our partners on new features and functionalities
• Educate our partners on how our products work to assist their delivery of support on our products
• Responding with urgency to inquiries from customers/partners via email or telephone on transaction related issues or errors, escalating to the appropriate product teams/suppliers as needed
• Coach peers and loyalty partners on procedures and best practices
• Build and maintain processes for improvement
• Assist the Points Manager of Global Care in creation and delivery of training on our products
• Contact suppliers and vendors to resolve escalations and on behalf of other teams
• Handle high level escalations from customers and loyalty partners
• Alongside the team, track and identify trends that are having a negative impact on customer experience, revenue, or partner relations and recommend solutions or process updates
• Be the Subject Matter Expert for our loyalty partners and internal teams on the products you support
• Be aware of contact centre goals and how your contributions aid in these achievements
• Triage incoming cases/issues from external and internal partners
• Keep up-to-date on new features or enhancements to our products and services
• Track and follow up on any outstanding problems, keeping stakeholders informed of their status and confirming with them that the solution provided is satisfactory
• Alongside your team, update and continue to build internal knowledge bases (FAQs/Processes/Contact information)
• Collaborate with colleagues and management to improve service delivery, helping to identify and deliver training opportunities to address root causes

YOU ARE SOMEONE WITH:

• High level of comfort with technology and troubleshooting/breaking down complex
• Ability to operate within an environment with changing priorities with a sense of urgency
• Excellent interpersonal, communication skills and ability to work cross functionally with teams and team members of varying technical backgrounds
• Proactive attitude and ability to quickly grasp new concepts
• 3+ years support team experience, preferably in a transaction based environment
• Proficient with computer software; MS Office/GSuite,
• Possess strong organizational skills and extremely detail oriented

WHAT YOU’LL LOVE ABOUT US:

🏦 RRSP/401(k) Matching

🏥 Comprehensive Health Plans

📅 Unlimited Vacation/PTO

✈️ Travel Experience Credit

🧘 Annual Wellness Credit

🥗 Team Events and Monthly Lunches

💻 Home Office/Commuter Credit

🌅 Work From Anywhere Program

OUR PROCESS:

Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. All applications will be reviewed by our Talent Team and the successful candidate(s) will go through the following recruitment process:

• Recruiter Phone Interview
• Hiring Manager Interview
• Team Interview
• Take-home Assessment or remote coding exercise (if applicable)

All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.