Customer Support Specialist

About The Company Granum is a leading software company dedicated to serving the green industry, including landscapers and arborists across North America. The company integrates three trusted software brands—LMN, SingleOps, and Greenius—into a unified, powerful ecosystem designed to streamline business operations. Granum's innovative solutions enable clients to efficiently estimate projects, schedule crews, train teams, invoice clients, and receive payments, thereby enhancing productivity and profitability. The organization is committed to working closely with its clients to implement tailored systems and provide hands-on support, combining advanced technology with personalized onboarding and human assistance. Granum's mission is to unlock industry professionals’ potential, empowering them to achieve their most important business goals and foster growth within the green industry. About The Role The Customer Support Specialist (Tier 1) at Granum plays a vital role in delivering exceptional support to clients using our SaaS products. This remote position offers the opportunity to work from anywhere within the United States or Canada, with the company maintaining physical offices in Atlanta, GA, and the Greater Toronto Area. The primary responsibility is to handle tier-1 customer inquiries received via phone, email, chat, and our ticketing system, covering a diverse range of products and services. The Specialist will troubleshoot technical issues, provide actionable solutions, and escalate bugs to the development team when necessary. Additionally, they will contribute to the continuous improvement of support processes by offering feedback and creating technical content for knowledge bases, FAQs, and internal documentation. The role requires a customer-centric mindset, excellent communication skills, and the ability to work collaboratively across departments to ensure customer satisfaction. The ideal candidate will demonstrate a passion for service, a growth mindset, and a strong desire to learn and develop within a dynamic environment. Qualifications

• Bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for SaaS products
• Sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Professional, responsive B2B support skills
• High-volume support/customer service experience
• Analytical mindset with strong research and problem-solving skills
• Technical writing skills
• Innate desire to serve others and implement thoughtful solutions
• Ability to multitask and prioritize trouble tickets effectively
• Clear and concise communication skills
• Growth mindset and eagerness to learn

Additional advantageous experience includes working for a SaaS startup, familiarity with ticketing systems like Zendesk, and industry knowledge in green industry field management such as landscaping or tree care. Candidates should also possess proper work authorization for the US or Canada, as Granum does not sponsor work visas. Responsibilities

• Handle tier-1 customer inquiries via phone, email, chat, and ticketing system across various products and services
• Diagnose and troubleshoot customer issues, providing clear and actionable solutions
• Escalate bugs and technical issues to the development team for resolution
• Contribute to support process improvements by providing constructive feedback
• Create and update technical content for knowledge bases, FAQs, help centers, and training materials
• Empathize with customers, taking ownership of issues and reassuring them of timely resolutions
• Collaborate cross-functionally with other departments to ensure customer needs are met
• Maintain high standards of customer service and technical support
• Prioritize and manage multiple support tickets efficiently
• Stay updated on product features and industry best practices to enhance support quality

Benefits

• Collaborative and impactful work environment focused on growth and fun
• Comprehensive medical, dental, and vision coverage (US); employer-funded HSA plan including drug, dental, and mental health benefits (Canada)
• 401(k) matching in the US and RRSP matching in Canada
• Unlimited paid time off, paid company holidays, and a winter break from December 24 to January 1
• Support for career development through tools, courses, and resources

Equal Opportunity Granum is an Equal Employment Opportunity and affirmative action employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability. Granum participates in the federal E-Verify program and is committed to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Candidates must have proper work authorization to be eligible for employment.