At Emburse, we are creating a future where technology drives business value and eliminates administrative friction. We are seeking a tech-savvy, solutions-oriented Customer Support Specialist to join our growing tech support cluster in Toronto.
This role focuses on supporting our SMB and Mid-Market clients on the Emburse Professional platform. Please note the hours for this role: To ensure excellent coverage for our West Coast clients, this role operates on a permanent 11:00 AM – 7:00 PM shift (with temporary 8:30 AM – 4:30 PM hours during initial training). If you have a high aptitude for learning technology, love solving puzzles, and want to leverage cutting-edge tech (including AI support tools) to deliver world-class service, we want you on our team.
What You Will DoSupport the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM, ensuring our afternoon and West Coast queues remain clear.
Own Your Queue: Manage and resolve 12–20 tickets per day, smoothly balancing quick "how-to" answers with deeper, analytical technical troubleshooting.
Triage & Escalate: Act as a human filter. Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and escalate it to our Tier 2 team.
Embrace Modern Tech: Openly leverage internal documentation, system logs, and modern AI tools to accelerate ticket resolution times and improve accuracy.
Train for Success: Start your journey on an 8:30 AM – 4:30 PM schedule to complete our comprehensive product training before transitioning to your permanent shift.
Technical Aptitude: An innate ability to pick up technical concepts with ease. You love figuring out how software works under the hood.
Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle.
Communication Power: Strong written and verbal communication skills. You can explain technical solutions clearly and professionally.
Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder.
Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads.
A Night Owl Support Star: You love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.
A Collaborative Learner: You want to be part of a tight-knit team of 10 where your metrics are visible and your growth is supported.
A Future Tier 2: You want to get your foot in the door, crush your baseline targets, and learn the product inside out to scale your career in tech.
Emburse Toronto, Ontario, CAN Office
160 Bloor St., East Suite 500, Toronto, Canada, M4W 1B9
