Overview

Guusto is on a mission to create amazing workplace cultures, so people get to love where they work. We help HR leaders build employee recognition programs, so their people feel appreciated, engaged and inspired.

We are on an exciting trajectory, having seen over 400% growth since 2020 and are now the #1 highest rated recognition and rewards platform on G2 & Capterra with 1500+ 5 star reviews. We power programs for thousands of clients like Levi’s, Harvard, Raptors, Fairmont and more.

As a member of our Customer Support team, you can expect to work with some amazingly talented people invested in your growth and development. The CS team is the front line for ensuring our customers are always happy and engaged. We are the #1 rated recognition software when it comes to support and there is a reason for it. We ensure we are always listening to our clients and show empathy to their concerns, issues, and feedback every time. We are looking for someone who truly enjoys making sure people feel heard and appreciated, even when we can not always help them.

  • The Details
    Salary: $30,000 – $45,000
  • Job Type: Full Time Co-Op/Internship
  • Remote: Yes
  • Term: September 2022 – April 2023 Co-op (some flexibility in exact start/finish date)
  • 8-months preferred
  • Time zone: Must be able to work one weekend day per week (i.e. schedule would be Tuesday – Saturday or Sunday – Thursday) EST hours (9-5 EST)

Perks List:

  • Team Recognition Budget
  • Company Laptop
  • Amazing team to work with
  • Access to Masterclass, SaaS Academy
  • Unlimited Book Budget

In your first 4 months, you will…

  • Learn our process for answering and categorizing support tickets
  • Work with the Product team on how to report bugs and catalog customer feedback
  • Become an expert in the Guusto product
  • Become an expert with our support tools (Intercom)
  • Work with the current team to learn our voice and tone when responding to customer inquiries
  • Learn how to triage high priority tickets and when to loop in an Account Manager or higher-tiered support

In your last 4 months, you will…

  • Assist in managing response rates for the CS team and our NPS score
  • Work with and maintain the Guusto knowledge base and support articles
  • Assist with improving automated CS tools
  • Be the internal voice of the customer to Product and Engineering
  • Ensure we are always adjusting our practices in response to customer feedback
  • Support in managing customer reviews for Guusto
  • Collaborate with Product, Sales, and Marketing on what features are most important to our clients

As a collaborative and small team, we are looking for someone who is excited about delivering truly excellent customer service. You don’t know all the answers but you know how to make people feel heard, appreciated, and understand the importance of clear and empathetic communication.

What to expect

  • Application: your profile will be reviewed within 72 hours, and you’ll hear back from us no matter what (no ghosting!). We aim to respond to every applicant within five business days.
  • Video Submission: For great candidates that we want to get to know better, we will ask you to submit a 30-60 second video where you record yourself describing how you have demonstrated one of Guusto’s core values.
  • Zoom Interview: a 30-minute call with Julia (People & Culture Coordinator) to discuss your background, Guusto, the role, and answer your questions about Guusto.
  • Take Home Project: we ask all candidates to complete a take-home project that you will review with Noah R. and Camila in the second interview.
  • Panel Interview: a 60-minute call with Noah R. (Customer Success Lead) and Camila (Customer Success Rep) review your project, discuss communication skills and processes and answer questions about how the Customer Success team operates.
  • Reference & Background Check: At this point, we will ask for some references to call and will send over a background check as part of our due diligence.
  • Offer: Ideally, this is the part where we make the offer, you accept, and we all celebrate!

Additional Application Information
We are a fully remote organization with employees in multiple cities and provinces and accept applications from anyone able to work in Canada. As part of our interview process for this role, you will be asked to submit a take-home project that will be reviewed during the panel interview.

We have offered jobs to a number of outstanding co-ops after their term is completed. If you’re someone who is passionate about what they do and are excited to own your projects and join a fast-paced team, then we would love to hear from you.