Job Description

Are you a technical customer success specialist (user support technician) wanting to join our team where your skills can be used to help people discover their own wisdom, to realize a more compassionate world?

We build operational software for retreat centers and leaders and we help people find their next best transformational retreat. We are fiercely dedicated to being in service. We are seeking a full time technical customer success specialist to join our customer success team. You will work closely with our customer success, engineering and product teams to learn our software and eventually you'll be on the front line with our customers.

Retreat Guru offers a family-friendly work environment with flexible working hours and remote work options. If you have a passion for helping others and finding creative ways to solve problems, we welcome you to apply. The salary ranges from $50,000-$60,000 per year, depending on experience.

The Role in a nutshell:

We'll look to you to bridge the gaps between customer support and development. This position combines technical expertise with customer-facing skills to enhance our service delivery and product quality. This role reports to the Customer Success Team Lead while maintaining strong collaborative relationships with the Development team. Success in this position will be measured through ticket response times, documentation completion, and consistent delivery of team training sessions.

Measurable Success Metrics:

Maintain < 24hr first-response time on technical escalations (on weekdays) Conduct regular technical training sessions for CS team Reduce SMB technical ticket queue resolution time Within 1 year be able to successfully respond to enterprise-level support tickets
Primary Responsibilities:

Technical Leadership

Maintain SMB (Small-Medium Business) support ticket queue Serve as first technical point of contact for code behaviour investigation within CS team Review and document all enterprise-level customizations Maintain and expand internal CS knowledge base for technical features Achieve expert-level understanding of website integrations, imports, and plugins
Quality Assurance Bridge

Review and validate all customer-impacting deployments before release Proactively test Saas/Freemium/Marketplace features Track patterns in customer-reported bugs that passed initial QA Participate in deployment communication with customers and CS team
Documentation & Communication

Create and maintain technical KB articles with other CS team members Translate developer documentation into customer-friendly language
Customer Education

Deliver regular technical training sessions for CS team Develop and maintain technical onboarding materials Create video tutorials for complex technical features Build and maintain a library of technical troubleshooting guides
Required Skills & Experience:

Demonstrated experience in both customer service and technical environments Strong understanding of web technologies (HTML, CSS, basic JavaScript) Experience with bug tracking and documentation systems Excellent written and verbal communication skills Ability to translate technical concepts into plain language Background in QA testing and software deployment processes

What you'll do:

Respond to customer's technical support tickets that come in through HubSpot Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced via Hubspot Consult user guides, technical manuals and other documents to research and implement solutions Reproduce, diagnose and resolve technical problems encountered by users Provide advice and training to users in response to identified difficulties Provide business systems, network and Internet support to users in response to identified difficulties Collect, organize and maintain a problems and solutions log for use by other technical support analysts Participate in the redesign of applications and other software Be a refuge of tranquility, knowledge and competence for the retreat centres we work with

You need to:

See the innate goodness in people Be curious and eager--you love both learning and teaching others Be a people person with clear, kind, and firm communication skills Be a creative problem solver Be incredibly organized and capable of prioritizing conflicting demands and tasks Be self-motivated with a great attitude Be comfortable with vulnerability and trust yourself Be available 5 days a week Be collaborative, a team player
If you are passionate about being in service, we would love to hear from you. Apply now and become a valuable part of our team!

If your experience is similar to what we're looking for, please apply. We have found that passion goes a long way and that skills can be learned. Our company has evolved greatly by leveraging the wisdom of the group, particularly in problem-solving and creative thinking. The more diverse our group is, the better equipped we are to serve the needs of our users. If you are a student or recent graduate in Canada and thirty years or younger, we may be open to working with you on contract in a paid internship role for a minimum of 30 hours a week for 6-12 months. Therefore, we encourage you to apply if you think this might be a good fit for you.

As we are a Canadian company, please know that Canadian applicants will be prioritized.

How to apply:

Email

Michelle at michelle@retreat.guru with your resume and optional cover letter explaining:

Why you are interested in working with us What pay range and benefits you are looking for In a few sentences, how would you describe slack or a tool you use, assuming we are new to the tool If you could attend any retreat, what would it be and why?
Please know that we take applications on a rolling basis. Given the number of applications we receive, we can't respond to everyone.

A

bout Retreat Guru:

We believe human beings are innately wise, strong and kind. We also believe that mindfulness and meditation enable human beings to reach their full potential. Going on authentic retreat is a beautiful way to reconnect to our basic sanity and health. Our aspiration at Retreat Guru is to inspire people to experience authentic retreats and reconnect with their innate wisdom, strength, and kindness.

More information about our company is here: https://retreat.guru/about.

Job Types: Full-time, Permanent

Pay: $50,000.00-$60,000.00 per year

Benefits:

Casual dress Company events Dental care Extended health care Flexible schedule Paid time off Stock options Wellness program Work from home
Work Location: Hybrid remote in Nelson, BC V1L 4E3