We are looking for a capable Customer Support Executive to join our team, working on a hybrid basis from our Toronto office and from home. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 2 to 4 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Evergreen Digital is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Support Executive at Evergreen Digital, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Track account health and identify opportunities for expansion and advocacy.
- Contribute to process and tooling improvements that make support faster and better.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Build strong, trust-based relationships with internal and external stakeholders.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Plan and manage your workload to balance quality, speed and competing demands.
- Identify opportunities for improvement and bring forward practical ideas to make our products, processes and ways of working better.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
What we're looking for
2-4 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
Bachelor's degree in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Evergreen Digital, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- A performance-linked annual bonus that meaningfully rewards both your individual contribution and the company's success.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Support for relocation where relevant, to help you make a smooth move and settle in quickly.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
Education
Bachelor's degree in Business Administration