Job Description

Location:

Remote (Canada or U.S.)

Type:

Full-time

About Yeti Software

Yeti Software is the leading operations and billing platform for commercial snow removal contractors across North America. We help field service businesses manage their sites, teams, billing, and reporting -- all in one place. Our customers rely on Yeti to run efficient, profitable, and data-driven operations during the busiest seasons of the year.

About the Role

We're looking for a

Customer Experience & AI Support Lead

to take ownership of inbound customer support and ensure every user gets fast, accurate, and helpful assistance. An important member of our team, you'll be one of the primary contacts with our customers, managing day-to-day support requests, overseeing our

HubSpot AI chat assistant

, and working to continuously improve our customer-facing resources -- including developing help articles and to product walk-through videos.

You'll work closely with our

Onboarding and Account Management

teams to escalate issues that need hands-on guidance, and with Product and Engineering to ensure recurring issues are addressed at the source. This role is ideal for someone who's equal parts problem-solver, communicator, and systems thinker -- someone who wants to improve how customers learn, ask questions, and get help.

What You'll Do

Serve as the

primary point of contact

for inbound customer support through chat and email

Monitor, manage, and improve

customer experiences delivered by our HubSpot AI chat assistant -- reviewing transcripts, refining responses, and ensuring accuracy

Triage and resolve Tier 1 and Tier 2 customer support issues

(e.g., account access, workflow troubleshooting, data errors, billing questions)

Escalate product or onboarding-related issues

to the Account Management and Onboarding teams with clear context and documentation Maintain and expand our

knowledge base and FAQ library

, ensuring information is accurate, up-to-date, and easy to understand Create and update

product walk-through videos, screen recordings, support website updates, and written guides

to help customers self-serve Identify patterns and pain points in support tickets and collaborate with Product to improve user experience Track and report on key support metrics (response time, resolution rate, CSAT)

What You'll Bring

3+ years of experience in SaaS customer support or customer success Excellent written and verbal communication skills Strong troubleshooting ability and a structured approach to problem solving Experience using HubSpot Service Hub (chat flows, ticketing, reporting) Familiarity with AI-powered support tools and a curiosity about optimizing automated chat interactions Comfortable recording screen-share tutorials and walk-through videos Highly organized, detail-oriented, and able to manage multiple priorities Bonus: experience supporting field service, dispatch, or seasonal operations software
*

Why You'll Love Working at Yeti

Fully remote team across North America Opportunity to lead how AI and automation enhance customer support Fast-growing SaaS platform with a tight-knit, collaborative team Meaningful work helping

field service businesses

operate more efficiently

*Only Applicants who reside within a North American time zone may apply

Job Type: Full-time

Pay: $60,000.00-$83,523.86 per year

Benefits:

Dental care Paid time off
Work Location: Remote