Lextegrity, a Case IQ Company, is a global leader in the digital transformation of compliance risk management. Our integrated platform combines continuous spend monitoring of data from systems like SAP, Oracle, and Concur with workflow automation tools to help global organizations prevent and detect fraud, corruption, conflicts of interest, and other economic crimes.

We are looking for a detail-oriented and proactive Customer Support Analyst to join our Lextegrity brand. In this role, you will be a key resource for our enterprise customers, guiding them through all aspects of our SaaS platform. The ideal candidate has a strong technical aptitude, a passion for learning, and the ability to clearly communicate complex product features to users.

As a Customer Support Analyst, you will be responsible for analyzing customer interactions, escalating issues when necessary, and identifying opportunities to optimize support processes to enhance the overall customer experience. We are seeking someone who is confident in providing support via web, email, and other digital channels, and who is eager to grow alongside our expanding company. You will work closely with senior management, the engineering team, and our enterprise customers, playing a crucial role in developing the infrastructure needed to support and scale our customer base.

What You'll Do

• Take ownership of customer interactions via support desk, acting as a proactive problem-solver to ensure issues are resolved efficiently and to the customer's satisfaction.
• Become an expert user of Lextegrity’s SaaS products
• Build and maintain strong relationships with customers, acting as a trusted advisor for product inquiries, feature usage, and best practices.
• Engage directly with customers through email and support tickets. Conduct meetings with customers over web conferences to troubleshoot issues and provide additional support.
• Collaborate with Product, Engineering and Success teams to escalate technical and product issues, ensuring timely resolution of customer-reported problems and minimizing service disruptions.
• Organize, analyze and report on customer support data to identify trends in feedback, pinpoint areas for product improvement, and ensure customer success.
• Ensure all support tickets are tagged accurately and consistently to facilitate effective tracking and reporting
• Organize and update customer information to make sure contacts and customer-related information are updated
• Work cross-functionally to communicate customer feedback and advocate for product enhancements, driving improvements that align with customer needs and enhancing the overall user experience.
• Proactively identify opportunities to improve our customer support operations and take ownership of developing internal processes that drive greater efficiency, streamline workflows, and ensure our support services consistently meet or exceed high-quality standards.

What We're Looking For

• An ideal candidate has at least 3-5 years of experience working in customer success, enablement or account management at a Saas software company
• Strong written and verbal communication skills
• Eager to learn our technology and learn about the legal compliance market
• Willing to wear multiple hats and help in ways beyond the typical job profile
• Desire to work in a startup environment with a proactive mindset and minimal supervision
• Experience with CRM/Support software
• Experience with distributed teams that emphasize online communication (Slack, Asana, Zoom, Jira, GoogleDocs, Confluence)

Perks and Benefits

• Work remotely within a flexible work environment (our team spans the US and Canada)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• RRSP/ 401k matching program and company stock options
• Half-day Fridays in the summer

Selected candidates will be contacted through BambooHR (please check your junk mail).

Case IQ is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us at hr@caseiq.com