Autrinity.ai (bizZone Inc.) | Ontario, Canada | Hybrid-remote | Full-time, permanent
Job Overview
Help launch one of the most exciting new software platforms in the association market.
Autrinity is an AI-native association management platform from bizZone Inc., a company with more than 20 years of experience building software for associations. Designed to change how associations manage their operations, support members, and put their data to work, Autrinity combines comprehensive association management tools with AI embedded throughout the platform.
As our Technical Customer Service Representative, you will become a product expert and a vital link between Autrinity and the associations adopting it. You will guide customers through onboarding, deliver training and high-touch support, and create the self-help resources that allow customers to find clear answers quickly.
This is not a conventional support role in an established department. You will work with the leadership team and also use AI to help shape the knowledge base, training programs, onboarding processes, troubleshooting standards, and AI-aided workflows for a brand-new SaaS platform. The role anchors our new customer service department and offers a defined career path to Customer Service Manager as the product, client base, and team grow.
Duties
- Develop expert working knowledge of the Autrinity platform, including membership, events, payments, communications, and built-in AI features, and stay current as the product evolves.
- Create and maintain self-help content, including knowledge base articles, how-to guides, and short training videos written in plain language for association staff.
- Turn common customer questions into reusable knowledge base content so every good answer is given once.
- Guide new customers through onboarding, including setup, data import, and configuration, helping them achieve their first wins quickly.
- Develop and deliver structured customer training on the Autrinity platform and its AI features through live and recorded sessions.
- Provide individual, guided support to Team+ and Platinum clients by phone, email, video call, and chat.
- Troubleshoot customer issues systematically by reproducing the problem, isolating the cause, resolving it, or escalating it with a clear and reproducible report for the development team.
- Keep clients informed at every step so no one is left waiting without knowing that their issue is being addressed.
- Use AI tools daily to draft content, triage and summarize issues, and identify patterns across customer questions, verifying accuracy before anything reaches a customer.
- Help customers understand and receive full value from Autrinity’s AI-powered features.
- Communicate customer friction points and feature requests to the product team.
- Independently manage your queue, priorities, and deadlines across content development, onboarding schedules, training, and live customer needs.
Requirements
- At least two years of experience in customer support, customer success, onboarding, or training, preferably in B2B software or SaaS.
- Demonstrated ability to learn a complex and evolving software platform quickly and explain it simply.
- Excellent written English and experience creating help documentation, knowledge base articles, training materials, or similar content.
- A writing sample (created with no AI assistance) submitted with your application .
- Strong, hands-on fluency with AI tools such as Claude or ChatGPT as part of a daily professional workflow, beyond casual use.
- Strong problem-solving skills, including systematic troubleshooting, clear reasoning, and clean escalation.
- Excellent communication skills and the ability to explain technical concepts clearly to non-technical users.
- Strong time-management skills, with the ability to work independently, balance multiple priorities, and meet deadlines without close supervision.
- Comfort learning technical concepts such as APIs, data imports, payment processing, and email deliverability well enough to explain them to customers.
- Legal entitlement to work in Canada.
- Nice to Have
- SaaS onboarding or implementation experience.
- Familiarity with associations, membership organizations, or nonprofits.
- Experience with Stripe, QuickBooks Online, Xero, Sage Intacct, or email marketing platforms.
- French-language skills.
What We Offer
- $19–$23 per hour, based on experience and technical background.
- Compensation reviews as the role expands toward Customer Service Manager.
- Health benefit savings plan.
- Hybrid-remote flexibility.
- A defined growth path to Customer Service Manager as the department expands for the right candidate.
- The stability and industry knowledge of a 20+ year company combined with the energy of a major new product launch.
- A small, collaborative team with direct access to the founders, developers, and product roadmap.
- The opportunity to help establish the customer experience for an innovative AI-native software platform from its earliest stage.
Pay: $17.60-$23.00 per hour
Benefits:
- Casual dress
- Extended health care
- On-site parking
- Paid time off
Work Location: Hybrid remote in Gormley, ON
