About the Role
We are looking for a hybrid Web Support Specialist to join our customer-facing support and onboarding team. This role is ideal for someone who enjoys solving problems, learning software systems deeply, communicating clearly with customers, and supporting the successful setup and ongoing use of a SaaS platform.
The Web Support Specialist will support a large client base by assisting with software questions, troubleshooting technical issues, completing new client setup tasks, updating customer websites, and helping customers navigate onboarding and early product adoption. This role requires strong attention to detail, excellent written and verbal communication skills, and the ability to balance multiple priorities in a fast-paced environment.
This is a hands-on role with significant exposure to the full product and customer lifecycle. The successful candidate will begin by learning the platform through new client setup, basic customer support tickets, knowledge base guidance, and website-related support tasks, then gradually progress into more advanced onboarding, troubleshooting, and web support responsibilities.
Key Responsibilities
Customer Support and Troubleshooting
- Respond to customer support requests in a timely, professional, and helpful manner.
- Troubleshoot software-related issues and guide customers toward clear resolutions.
- Handle entry-level support tickets, including basic how-to questions, knowledge base article guidance, image/photo-related requests, and simple configuration issues.
- Escalate complex issues appropriately while providing clear internal notes, examples, screenshots, and relevant context.
- Participate in regular ticket review sessions to discuss customer issues, learn troubleshooting approaches, and improve support quality.
- Maintain a strong understanding of the product in order to provide accurate, customer-friendly support.
Client Onboarding and Setup
- Assist with new client setup activities, including data entry, configuration, website setup, and product preparation tasks.
- Learn the full customer onboarding process and support customers during their initial implementation period.
- Help ensure new clients are configured accurately and prepared for successful product adoption.
- Support internal onboarding team members by taking on repeatable setup tasks and gradually progressing into more independent client onboarding work.
- Document setup progress, blockers, and customer-specific requirements clearly.
Website Support and Maintenance
- Complete customer website updates and basic design/content changes.
- Support website-related tasks involving HTML, CSS, images, documents, and customer-requested updates.
- Assist with website upgrade processes and related backlog items after appropriate training.
- Help maintain website quality, consistency, and accuracy across customer-facing pages.
- Support tasks involving DNS, SSL, domain configuration, and related reporting under the guidance of senior team members.
Internal Operations and Process Support
- Contribute to the maintenance of internal support and onboarding processes.
- Help identify repetitive issues, documentation gaps, and opportunities to improve customer self-service resources.
- Assist with upkeep tasks such as website clean-up, deletions, SSL/DNS reporting, and other operational maintenance activities.
- Collaborate with team members across support, onboarding, technical operations, and customer success.
- Maintain accurate records of work completed, customer communication, and pending follow-up items.
Required Skills and Experience
- Experience in a SaaS, software support, technical support, web support, onboarding, or customer service role.
- Strong written and verbal communication skills.
- Ability to explain technical concepts clearly to non-technical customers.
- Strong problem-solving skills and comfort troubleshooting software-related issues.
- Ability to multitask and manage competing priorities while maintaining attention to detail.
- Working knowledge of HTML and CSS.
- Basic understanding of DNS, domains, SSL, and website hosting concepts.
- Experience with Microsoft Office 365.
- Familiarity with image editing tools such as Photoshop or similar software.
- Comfortable learning new software platforms, tools, and internal processes.
- Ability to work independently in a fully remote environment.
Nice to Have
- Experience supporting property management, community management, or real estate-related software.
- Experience with customer onboarding or implementation.
- Experience using ticketing systems, CRM platforms, or help desk software.
- Familiarity with knowledge base tools and customer self-service documentation.
- Basic understanding of website accessibility, content formatting, and web design best practices.
- Experience working with distributed or remote teams.
What Success Looks Like
In the first few months, the successful candidate will become comfortable with the product, internal tools, and core customer workflows. They will begin by handling simpler support tickets, assisting with new client setup, and learning common customer issues through ticket reviews and hands-on training.
Over time, they will take on more advanced onboarding tasks, website updates, design changes, upgrade-related work, and technical troubleshooting. As they become more established, they will help reduce the operational workload on senior team members by independently supporting new client setups, routine website maintenance, and recurring technical support tasks.
Ideal Candidate Profile
The ideal candidate is curious, detail-oriented, and customer-focused. They enjoy learning how systems work, solving practical problems, and helping customers feel supported. They are comfortable balancing technical tasks with customer communication and can move between support tickets, setup work, website updates, and internal process tasks without losing track of details.
They do not need to be a developer, but they should be technically comfortable, willing to learn, and capable of working with web-related concepts such as HTML, CSS, images, domains, DNS, and SSL.
Work Environment
This is a fully remote role. The successful candidate must be comfortable working independently, communicating proactively, participating in virtual team discussions, and managing their workload in a remote setting.
Job Type: Permanent
Pay: $45,000.00-$52,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- Paid time off
- Tuition reimbursement
- Vision care
- Work from home
Education:
- Bachelor's Degree (preferred)
Work Location: Hybrid remote in Toronto, ON
