Serve as the first point of contact for clients by providing phone and email support, troubleshooting product and technical issues, prioritizing inquiries, documenting interactions in the CRM, and collaborating with internal teams. Build trusted client relationships, guide users toward self-service resources, maintain satisfaction and resolution-time standards, and proactively identify product challenges and customer experience improvements.
Xello is looking for a Client Solutions Specialist (18-month Contract)
__Please note that this is a remote role open to candidates across Canada, with working hours from 12:00 p.m. to 8:00 p.m. ET, Monday through Friday.Who are you?
You are passionate about helping others, digging deep and are genuinely curious about solving challenging issues for them. In your hands, no problem goes unsolved. As a naturally empathetic communicator, you take pride in managing the client experience through thoughtful and personal interactions that are spirited, genuine, and helpful. Soaking up knowledge is your favourite pastime and you strive to learn more about the products from personal exploration, working with peers, and learning from the client directly. But your desire to learn doesn’t stop at the product; With your tech savvy nature, you are eager to understand the technology and applications behind the products so that you can find the best solutions.
As a team member, you collaborate with your peers to bring the service standard to life. You are a dedicated and true team player, eager to share your knowledge and learn from others. You use your company-wide knowledge to find solutions and create moments of truth for client.
Sound exciting to you? Read on!
What you’ll do…
You are the face and voice of our clients’ experience. Acting as the first point of contact, you will:- Provide a positive, exceptional client experience through high quality service and communication by phone, email, and chat
- Work through creative solutions to effectively gather information to identify, understand, troubleshoot and resolve client issues
- Evaluate and correctly prioritize client questions and inquiries that need attention
- Identify technical issues and collaborate with other internal teams to get them resolved
- Maintain an efficient resolution time that meets performance standards
- Become an expert in all products and features offered to our clients
- Accurately document all client interactions in the CRM
- Anticipate potential issues and product challenges that may arise
- Build sustainable relationships of trust through positive and personal interactions
- Innovate and proactively seek out new ways to improve the client experience
- Liaise between clients and internal staff to effectively and efficiently improve user experience
- Help clients become more self-sufficient by walking them through solutions and guiding them to appropriate resources
- Maintain highest levels of client satisfaction and provide a sense of urgency that meets our clients’ expectations
What we’re looking for…
- 3+ years of proven client service experience preferably in a client facing environment, communicating through email and phone
- Expertise in troubleshooting and technical proficiency with CRM tools (SalesLogix, Salesforce.com, etc.)
- Experience working in SaaS or education technology industry
- Strong organizational skills and the ability to multi-task, prioritize, and manage time effectively
- Strong technical aptitude combined with amazing people skills
Xello Toronto, Ontario, CAN Office
Toronto, Ontario, Canada
Similar Jobs
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Leads health technology assessment, value, and evidence strategy for Pfizer’s genitourinary oncology portfolio. Manages HEOR, real-world evidence, economic models, global value dossiers, registries, and evidence dissemination to support reimbursement and patient access. Partners with global, regional, country, and cross-functional oncology teams, oversees vendors and project teams, and communicates findings through publications and conferences.
Big Data • Fintech • Mobile • Payments • Financial Services
Lead technical strategy and execution for foundational Trust and Safety backend systems supporting consumer risk and credit reporting. Design and operate highly available distributed systems, improve reliability, monitoring, testing, and on-call processes, and guide cross-functional initiatives. Establish engineering standards, conduct technical planning, mentor engineers, communicate architectural decisions, and drive system quality, scalability, and sustainability across teams.
Top Skills:
SparkAWSKotlinKubernetesMySQLPython
Cloud • Security • Software • Cybersecurity • Automation
Leads technical direction for GitLab’s Core DevOps services, covering CI, CD, planning, and source control. Defines architecture, quality metrics, migration strategies, and technical roadmaps; addresses systemic risk and complex design decisions; prototypes and writes code when needed; partners with Infrastructure, Security, SRE, and Product; adopts AI capabilities; mentors senior engineers; supports incident response and senior technical hiring.
Top Skills:
Agentic FrameworksAIAutonomous WorkflowsCi/CdDevOpsDistributed SystemsFault ToleranceGitlabHuman-In-The-Loop ControlsLarge Language ModelsMachine LearningMulti-Tenant SystemsObservabilityResponsible Ai
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
