Customer Support Specialist (Automotive SaaS)

Location: Remote in Canada. Flexible shifts are required, primarily Monday-Friday from 12pm-9pm EST and Saturdays from 10am-4pm EST, including statutory holidays and overtime as needed. Some service teams operate 24x7x365. Training during the first 60-90 days runs from 9am-5pm EST.

Salary: CAD $20-$24 per hour.

Company

Provides automotive data, advanced analytics, industry expertise, and workflows that help customers make better decisions across North America, Europe, and Australia.

What you will do

• Serve as the first point of contact for dealership questions about usability, configuration, data, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating complex cases when needed.
• Explain solutions, system behavior, and next steps clearly across phone, email, chat, and ticketing channels.
• Document cases accurately in CRM and ticketing systems while following workflows, SLAs, and escalation processes.
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and identify recurring defects.
• Contribute to knowledge base content, playbooks, and continuous process improvements.

Requirements

• Postsecondary education in IT, Business, Finance, Computer Science, or equivalent practical experience.
• 1-3 years of customer, technical, or service desk support experience in a SaaS, data, or technology environment.
• Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.
• Experience troubleshooting F&I systems, authentication and access, VIN decoding, incentives, configuration and build data, APIs, payments, reporting, and real dealer cases.
• Working knowledge of REST/SOAP APIs, JSON/XML data formats, CRM and ticketing platforms such as Salesforce Service Cloud, and diagnostic or data validation tools.
• Must be legally authorized to work in Canada; employment sponsorship is not provided.

Nice to have

• Dealer or broader automotive industry experience.
• Telephony experience.

Culture & Benefits

• Virtual-first work environment with flexible work arrangements.
• Learning and development opportunities.
• Customer-first, data-driven, collaborative culture focused on trust, accountability, and continuous improvement.
• Reasonable accommodations are available throughout the recruitment process.

Hiring process

• Recruitment communications come from official company email domains.
• Accommodation support is available for candidates with disabilities or other protected needs.