Part‑Time SaaS Customer Support Specialist (Canada, Remote)

About us Creative Property Management is a Canadian property management SaaS launching soon. We’re setting up Freshdesk + Freddy AI, Sentry, and BuildStack to deliver fast, friendly support. Role summary You’ll own Tier‑1 support: triage tickets, resolve “how‑to” questions, reproduce issues, and escalate cleanly to engineering. Initial 15–25 hrs/week with potential to grow. Key responsibilities Monitor Freshdesk inbox/widget during business hours; meet SLAs Resolve account/login, onboarding, billing, and feature “how‑to” questions Reproduce/report bugs with clear steps, environment, and screenshots; link to Sentry issues Update and suggest Knowledge Base articles and canned replies Log feature requests with impact/context Follow security/verification and refund/credit policies Must‑have qualifications 1+ year SaaS customer support (Tier 1) Excellent written English; calm, concise, customer‑first tone Strong troubleshooting: turn vague reports into reproducible steps Comfortable with: Freshdesk (or similar), ticket fields/macros/SLAs, basic browser/devtools (console, HAR), screenshots/video (Loom) Disciplined with data privacy and verification Nice to have Property management domain familiarity (tenants, leases, payments) Experience with Sentry, status pages, or lightweight QA French bilingual Tools you’ll use Freshdesk + Freddy AI, Sentry (view), BuildStack/Confluence, Loom, password manager. Hours and compensation 15–25 hrs/week to start; core coverage within Canadian business hours Occasional quick after‑hours check for urgent outages Rate: $25–$35 CAD/hour DOE, contractor (NDA and DPA required) SLAs you’ll help meet Urgent (outage/login): 1h first response (business hours) High (payments/access): 4h Normal: 1 business day How to apply (required) Resume or LinkedIn 2‑minute Loom: How you’d handle a user seeing a 403 error when inviting a landlord. How you’d respond to a failed rent‑payment dispute. Short written task (attach as PDF or Google Doc): Turn this vague report into a ticket with repro steps and correct fields: “The system won’t let me add a tenant. It just spins in Chrome.” Assume Freshdesk fields: plan, browser/OS, tenant count, urgency, steps to reproduce. Application questions Which Canadian province/time zone are you in? Availability window? Experience with Freshdesk or similar? (Brief examples) Any property management or fintech/payments exposure? Expected hourly rate (CAD) Start date ASAP (target within 1–2 weeks). Training and runbooks provided.