Customer Support Representative (PST Preferred)

Anywhere in the United States

Customer Experience

Remote

Full-time

We’ve posted two versions of this role based on different shift hours. Please apply only to the one that matches your availability, no need to submit multiple applications.

About Blue J

Blue J is the leading solution in generative AI for tax experts. Headquartered in Toronto, Canada, we’re a B2B SaaS company whose customers are accountants and lawyers, and our AI-tax research software is the best in the market.

We are racing ahead with an exciting product development roadmap to continue to delight our customers and to ensure that our users can generate the very best possible tax research answers in the service of their clients in record time.

We recently announced our $122M USD Series D raise, to accelerate innovation and deliver even greater value to tax professionals. Since launching our flagship generative AI product, we have blown past our revenue targets quarter over quarter, and are looking for a Customer Support Representative to support our customers all across North America.

A Note on Location

We are excited to meet candidates and are grateful for everyone's interest. This is a remote position based in the US, with working hours from 9 AM to 5 PM PT, Monday through Friday. Applicants must be eligible to work in the U.S. and can be located anywhere within the country.

The Opportunity

Working with our Customer Success Team, and our Revenue team more broadly, the Customer Support Representative (CSR) will be a main point of contact for our customers as they learn to use Blue J. The CSR will be responsible for responding to a wide array of customer inquiries and issues in a timely and professional manner, as well as taking on certain customer meetings, including onboarding and training sessions for customer accounts of all sizes. 

We’re looking for somebody just starting out in their career who is interested in helping people solve problems and providing excellent service through their work. Prioritization and organization will be just as essential as the desire to delight the customer with great outcomes. You’ll have the opportunity both to learn from our existing team and processes, and continue to optimize how we deliver great results for customers. You’ll own your work and role with a great deal of individual input.

Reporting to our VP of Customer Success, you will be accountable for delivering resolutions to support requests within a defined time frame based on account priority, and will begin to own a book of business for revenue retention. You’ll develop skills in customer interactions and account management, and you will have the opportunity to grow within the company as we scale the expansion of Blue J.

You’ll be joining a high-achieving Customer Success team and working collaboratively with our Revenue and Product teams. We’re looking for somebody who is enthusiastic, organized, and scrappy, and who is excited about making a big impact at the early stages of Blue J’s growth. 

Blue J is a team of values-driven people working together towards something we all deeply care about. You’ll have the chance to work with an incredible, friendly, and fun team, and advance your career as you collaborate with us as a key player in driving the growth in what promises to be a very exciting 2025!

What You’ll be Doing

• Triaging customer support inquiries by Service Tiers and urgency.
• Optimizing support functions to improve efficiency and customer experience.
• Responding in a timely manner to customer inquiries with effective language and framing.
• Training customers on how to use Blue J platforms, ensuring delivery of value to the customer portfolio.
• Organizing your work in a reportable way, so we can identify accounts with high support need and better understand ways to implement product improvements.
• Working closely with the customer success team to identify red flags and opportunities for growth within their accounts, based on your support-based interactions.
• Becoming a product expert and addressing customer inquiries.

What You Offer Blue J 

• 0-3 years of experience in customer-facing roles such as customer success, account management, or sales.
• Exceptional presentation, written and verbal communication skills
• Client or customer facing experience. If you’ve worked in SaaS, that’s great, but we also love seeing people who can use transferable skills developed in hospitality and retail!
• Demonstrated ability/potential to be organized across a wide range of tasks of varying priority
• Demonstrated ability to work well in a closely-knit team
• Strong organizational, analytical, and Project Management skills
• You're naturally team-oriented and thrive in collaborative environments
• Bachelor’s degree or equivalent experience. Candidates with an essay-based Arts degree tend to thrive in this role (Philosophy, Political Science, Women’s Studies, etc…), but we’re open to people with various backgrounds
• And because at Blue J we are open to better ideas, please include the word “Open” somewhere in your application to confirm you’ve read this description carefully

What We Offer You 

• An incredible opportunity to be an early team member at a rapidly growing company. We’re building a revolutionary tool from the ground up, and you will have a meaningful role in shaping the team that builds it. 
• We are flexible! This is a remote opportunity. You'll occasionally be asked (a few times a year) to attend in person meetings in Toronto, but beyond that, where you work is up to you!
• We’re well-funded and offer competitive base salaries and stock options. You’ll play a crucial role in our growth, and it’s important to us that you share in our long-term success. 
• We care about you as a whole person. You’ll have a healthy work/life balance and colleagues who respect it. We’ve mindfully put together a great benefits package that covers you and your family. 
• We’ve got an amazing team. We’re mission-driven and motivated by success, but we’re friendly, we’re collaborative, and we care about each other. 

The Core Values that Define Our Culture

• We are customer-focused
• We put the team interest before self-interest
• We are pleasant and playful
• We are open to better ideas
• We deliver on our promises
• We solve the toughest problems

What to Expect in the Interview Process

We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you! 

Interview Process

Step 1: Introductory chat with Lavita, our Talent Acquisition Manager

Step 2: Technical experience discussion with Mat (VP of Customer Success)

Step 3: Live customer support scenario discussion with Mat (VP of Customer Success)

Step 4: Final wrap-up conversation with Ben, our CEO

We believe our strength is built on diversity of thought, and encourage candidates from all backgrounds and experiences to apply. We value inclusiveness and are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We strive to create an inclusive and accessible hiring experience for all candidates. If you need any accommodations during the interview process, please let us know in your application. Our team is dedicated to providing the necessary support and making reasonable adjustments to ensure a smooth process for everyone.