Senior Product Support Specialist

<p>SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced <strong>Senior Product Support Specialist. </strong>The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCi’s clients by providing expert-level support for our products. This individual will be responsible for troubleshooting and resolving complex product issues, working closely with cross-functional teams to ensure client needs are met promptly and effectively.</p> <p><em>SOCi expects to pay a base salary in the range of $60,000 to $82,000 CAD base plus bonuses. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. </em>&nbsp;</p> <p><strong>Who We Are</strong></p> <p>SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling thI e workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.</p> <p>SOCi is recognized by Fast Company as one of the World's Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts. You can view our Awards and Accolades <a href="https://www.soci.ai/culture/">here</a>!</p> <p><strong>How You’ll Make an Impact</strong></p> <ul> <li>Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services.</li> <li>Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution.</li> <li>Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements.</li> <li>Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends.</li> <li>Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement.</li> <li>Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform.</li> <li>Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team.</li> <li>Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience.</li> <li>Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention</li> </ul> <p><strong>What You’ll Need to be Successful</strong></p> <ul> <li><strong>Hybrid Opportunity:</strong> This role is fully remote until our Vancouver, BC office or Toronto, ON office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.</li> <li><strong>Must Have</strong>:&nbsp;&nbsp;</li> <ul> <li>5+ years of experience in product support, technical support, or a related role within a SaaS or technology company.</li> <li>Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues.</li> <li>Knowledge and working experience of APIs and SQL.&nbsp;</li> <li>Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.</li> <li>Proven track record of delivering high-quality customer support and achieving client satisfaction.</li> <li>Experience with support ticketing systems and customer relationship management (CRM) tools.</li> <li>Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines.</li> <li>Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues.</li> <li>Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices.</li> </ul> </ul> <ul> <li><strong>Education</strong>:</li> <ul> <li>Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience.</li> </ul> </ul> <p><em>This position will remain open with applications due by February 24, 2026. This position is being hired on an urgent basis. The application window may close before February 24, 2026 if SOCi receives a sufficient number of applications to select a candidate prior to that date.</em></p><div class="content-conclusion"><p><span style="text-decoration: underline;"><strong>What SOCi Provides to You</strong></span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Comprehensive Benefits Package <strong>(full-time permanent, non-contract roles only)</strong></span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Health insurance plans, dental, and vision</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Wellness incentives</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">401(k) plan with employer match</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible Work Environment&nbsp; <strong>(full-time, non-contract roles only)</strong></span></li> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Flexible paid time off</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Quarterly wellness days</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Paid holidays</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Unique employee engagement programs&nbsp;</span></li> </ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Empowering Career Growth and Success&nbsp;</span></li> </ul> <p><span style="text-decoration: underline;"><strong>What’s Important at SOCi</strong></span></p> <p><span style="font-weight: 400;">Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe!&nbsp;</span></p> <p><span style="font-weight: 400;">Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit <a href="soci.ai">soci.ai</a> </span><span style="font-weight: 400;">for more information.&nbsp;&nbsp;</span></p> <p><span style="font-size: 10pt;"><em><span style="font-weight: 400;">SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. Please note that if selected for a position at SOCi, you will be required to complete an E-Verify check to confirm your eligibility to work in the United States (if applicable).</span></em></span></p> <p><span style="font-weight: 400;">&nbsp;<span style="color: #ffffff;">#LI-Remote </span></span></p></div>