Job Title

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Senior Product Support Specialist. The Senior Product Support Specialist will play a pivotal role in ensuring the success and satisfaction of SOCis 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. 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. Who We Are 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. SOCi is recognized by Fast Company as one of the Worlds Most Innovative Companies, and is trusted by nearly 1,000 top brandsincluding Ford, Ace Hardware, Kumon, Liberty Tax, and moreto 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 here! How Youll Make an Impact Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCis platform and services. Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution. Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements. Develop and maintain comprehensive knowledge of SOCis products and services, staying current with new features, updates, and industry trends. Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement. Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCis platform. Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team. Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience. Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention What Youll Need to be Successful Hybrid Opportunity: This role is fully remote until our downtown Vancouver 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. Must Have : 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company. Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues. Knowledge and working experience of APIs and SQL. Excellent verbal and written communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences. Proven track record of delivering high-quality customer support and achieving client satisfaction. Experience with support ticketing systems and customer relationship management (CRM) tools. Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines. Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues. Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices. Strong time management and organization skills. Education : Bachelors degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience. What SOCi Provides You Comprehensive Benefits Package (US/CAN Employees) Health insurance plans, dental, and vision Wellness incentives RRSP with employer match Additional standard benefits (STD, LTD, etc.) Comprehensive Benefits Package (US/CAN Employees) Health insurance plans, dental, and vision Wellness incentives Flexible Work Environment Flexible paid time off Quarterly wellness days Paid holidays Unique employee engagement programs Empowering Career Growth and Success