Customer Support Specialist (Founding Hire) - Vancouver

Workforce.com is hiring a founding member of our Customer Support team in Canada for our recently opened Vancouver office. This role is for ambitious applicants looking to build a long-term career in software. Workforce.com will provide extensive training and professional development to equip you with deep product knowledge and strong customer-facing skills.

As a Customer Support Specialist at Workforce.com, you'll join an experienced global team managing customer inquiries through chat, email, and phone. You'll support clients across our key target industries: hospitality, QSR, retail, and healthcare.

You will be based in our Vancouver office and report to our Country Manager, Ryan Johnston. At Workforce.com, you will gain broad exposure to our business and direct customer interaction from your first week, with clear opportunities for career progression.

Core Responsibilities

• Manage inbound customer inquiries across chat, email, and phone in a timely, professional manner.
• Troubleshoot product issues by understanding the customer's workflow and identifying the right solution.
• Develop deep product expertise across scheduling, time & attendance, payroll, and provincial labour compliance.
• Collaborate with our global product, engineering, and customer success teams to escalate and resolve complex issues.
• Identify common customer pain points and contribute to improving help documentation and product feedback loops.
• Build strong relationships with customers across hospitality, QSR, retail, and healthcare.

About You

• 1–3 years of experience in a customer-facing role, ideally in SaaS or technology.
• Experience working in or with the hospitality, QSR, retail, or healthcare industries is a plus.
• Strong written and verbal communication skills.
• Genuine problem-solving mindset and curiosity about how things work.
• Attention to detail and refined organisational skills.
• Calm under pressure and able to manage multiple conversations at once.
• Open to learning new tools, systems, and workflows.

Great Training Program and Opportunities to Learn

We ensure our customer support team has the tools and training to succeed. You'll get hands-on product training and ongoing mentorship from experienced team members across our Brisbane, Chicago, and London offices. You won't be shielded from customers or responsibility, you'll be talking to clients and solving real problems from week one.

Career Progression & Growth at Workforce.com

Workforce.com offers a clear progression pathway for incoming staff. Previous customer support team members now thrive in diverse roles across the company, including Account Executive, Implementation Consultant, and Account Manager. They also lead teams across our other offices in Brisbane, London, and Chicago.

The Company

Workforce.com is an established, fast-growing tech company. Our mission is to eliminate employment friction so businesses can employ with confidence. We are doing this by building a leading all-in-one workforce management platform.

We service thousands of clients across the globe. The company is headquartered in Brisbane, and has offices in Chicago and London. The Vancouver office was opened in September 2024 to expand our customer base in Canada.

The key parts of our platform include scheduling, time & attendance, staffing optimisation, employee engagement, payroll, and labour compliance. Most of our activities centre around engineering, marketing, sales and supporting functions. This is an on-site position located at our Vancouver office.

Benefits

The expected salary range for this role is CAD $70,000 - $80,000.

You will receive 4 weeks of paid vacation leave each year.

You will receive health and dental benefits.

You must be legally eligible to work in Canada. No visa sponsorship is available.

✓ Real projects: We hire based on real demand, not arbitrary hiring or funding rounds.

✓ Mentoring & Training: You will have access to colleagues and mentors to guide you as you grow at the company.

✓ Experience: You won't be shielded from customers or responsibility.

✓ Culture: You will be part of a passionate team that doesn't suffer boredom easily.

Please note the start date for this role will be July 2026.