Job Description

Own the customer support experience at a fast-growing SaaS company transforming the construction industry

Location

: Burnaby, BC (Hybrid preferred, remote within Canada acceptable)

Type

: Full-time

About Ontraccr

Ontraccr is a no-code workflow automation platform purpose-built for construction and field service companies. We help contractors automate their operations and eliminate busy work so they can do more with less. Our product is powerful, flexible, and growing fast -- just like our team.

About the Role

We're hiring our very first

Customer Support Representative

, and this is a unique opportunity to own and build the entire support experience from the ground up. You'll be the frontline for customer issues, the bridge between product and success teams, and the architect of our future support systems.

You'll work directly with our COO and interface with engineering, product, customer success, and enablement teams. You won't just answer tickets -- you'll drive strategy, own outcomes, and help scale a world-class support org.

What You'll Do

Handle all inbound support tickets across channels and troubleshoot a wide range of product issues. Jump on customer calls when needed to resolve high-priority and emergency situations -- with empathy and clarity. Triage and escalate bugs, prioritize issues with product/engineering, and ensure feedback loops stay tight. Collaborate with customer success to surface account risks and identify recurring issues. Partner with enablement to shape help docs, guides, and training content. Own the development and rollout of our AI-enabled support systems -- from research to implementation, continuous optimization, and scaling. Set the bar for customer service at Ontraccr as we grow.

What We're Looking For

2+ years of experience in SaaS support or technical customer-facing roles. Strong technical aptitude -- comfortable navigating advanced software platforms and ideally experienced with no-code or workflow-based tools. High emotional intelligence -- calm under pressure, empathetic with frustrated customers, and excellent on the phone. Self-starter with a builder's mindset -- you're not afraid to take ownership and make decisions. Excellent communication and problem-solving skills. Passion or experience in implementing support automation, AI tools, or scalable support systems is a big plus.

Why Join Us

Be the founding member of our support team and shape how support is done at Ontraccr. Build and lead initiatives (like AI-support) that will scale with the company. Join a mission-driven team bringing modern technology to an outdated industry. Competitive salary and equity potential. Remote flexibility with the option to work from our Burnaby HQ.

Apply Now

Send your resume and a quick note on why you're excited about this role to

jas@ontraccr.com

. We can't wait to meet you.

Job Type: Full-time

Pay: $40,000.00-$55,000.00 per year

Benefits:

Casual dress Company events Dental care Extended health care Flexible schedule On-site parking Paid time off Stock options Work from home
Schedule:

Monday to Friday
Experience:

Technical support: 1 year (preferred)
Language:

English (required)
Work Location: Hybrid remote in Burnaby, BC V5C 4G3