Client Support Representative

About the Role TapMango is seeking a Client Support Representative to provide first class customer service and technical support to our merchants. In this role, you'll act as both a technical support resource and a marketing/business consultant, helping clients get the most out of the platform while resolving their day-to-day needs across live chat, email, and phone. This is a relationship-driven support role, you'll be the first point of contact for merchants, working closely with Sales and Success teams to make sure every client interaction builds trust and drives product adoption. Salary: CAD 40,000 – 45,000

Schedule:

• Core hours: Monday–Friday, 10am–6pm
• Plus one rotating evening shift per week (1pm–9pm), which shifts to a different weekday each week
• Plus rotating weekend coverage (Sunday–Thursday, 8:30am–4:30pm, with Friday/Saturday off) on a rotating basis

Shift rotation is subject to change in the future. What You'll Do

• Respond to, manage, and resolve support requests via live chat, email, and phone channels
• Acquire the role of a marketing and business consultant to provide feedback to clients that fits their industry and business needs
• Provide prompt, friendly, and overall awesome service across all customer interactions
• Coordinate incoming requests with the Sales and Success teams to ensure client needs are met
• Support administrative tasks regarding billing transactions, shipment processes, hardware setups, and potential merchant design work
• Identify opportunities during service interactions to actively share platform best practices to stimulate product adoption and ROI
• Identify and escalate defects to development in accordance with established escalation process
• Maintain high level of product and internal process knowledge
• Participate in and lead additional projects as required

What We're Looking For

• Keen interest in technology
• Experience providing exceptional customer service/technical support
• Excellent written and oral communication skills
• Superior customer service skills and a genuine enthusiasm for helping others
• Strong computer skills with the ability to learn new software quickly
• Experience working in a fast-paced environment
• Detail-oriented approach with the ability to juggle multiple tasks simultaneously
• Positive attitude and diligent work ethic
• Ability to work well independently with minimal supervision
• Self-motivated with a high level of autonomy and sound discretion in a remote work environment
• Reliable, secure internet connection and ability to work effectively from a remote workplace

About TapMango At TapMango, we provide companies with one of the highest quality customer engagement platforms on the market. We're currently powering thousands of merchants across Canada, the US and Europe, and we have just begun! Our mission is to empower businesses to do 3 things: retain customers, upsell to existing customers, and acquire new customers. We provide merchants with all the necessary tools to run their very own loyalty program including an integrated suite of customized consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing the customer experience. Why Join our Team? Our platform is truly a game changer in the small business arena, and we need your help to empower as many vendors as possible. TapMango helps merchants compete with larger chains, so you can feel good about supporting local businesses and a diverse economy. Join a fun team with an amazing culture, tons of opportunities for growth and development, competitive pay, and lots more! What We Offer

• Generous time off plan
• Fully remote work, we will assist with making your remote office space as comfortable as possible
• Continuous virtual coaching and support
• Comprehensive health benefits
• Subsidized gym membership
• Performance recognition
• Professional development program
• Growth opportunities (we really mean it!)

TapMango welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Notice Regarding Automated Decision-Making: For this role, may use artificial intelligence or automated tools to assist in screening applications. These tools support, but do not replace, review by our hiring team, all final hiring decisions are made by humans. Why This Role Is Open We're hiring for two Client Support Representative positions: one to backfill a team member who was recently promoted, and one to support our continued team expansion as we grow.

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