Posted last month
Customer Operations & Support
@ Junip
Kitchener, Ontario
Overview
Junip is hiring a full-time customer operations and support specialist to own everything after customer sign-up, including live support, escalations, review generation, documentation and operations. The role is an individual contributor position working with the CEO, mostly flexible and remote, with an office in Kitchener. Candidates must be in Canada on Eastern time, with a preference for those near Kitchener-Waterloo.
Responsibilities:
- Resolve difficult technical customer problems by chat, email and video
- Get reviews from customers and follow up on negative reviews
- Write, maintain and improve help documentation
- Manage Fin, the AI support agent
- Create new ways to scale customer support
Requirements summary:
- Clear written communication of complex ideas
- Strong people skills for escalation and de-escalation
- Web development skills in HTML, CSS, JavaScript and Liquid
- Proven ownership of outcomes in a previous role
- Curiosity about the product and customer problems
Tools & skills
Benefits mentioned
Source and dates
Employer career site / ATS feed · ashby
- Employer posting date
- 2026-10-05
- First seen by our source
- 2026-10-08
- Source record updated
- 2026-10-09
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | Customer service |
| Hours per week | 40 (estimated) |
| Travel | air: none · ground: none |
| Work setting | Home, Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Junip
| Field | Value |
|---|---|
| Open jobs on Jobsy | 2 |
Junip is looking for someone to support our customers.
You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.
The Junip product
We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.
What you'll do
Resolve difficult/technical customer problems via live-chat, email & video calls
Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)
Write, maintain & improve our help documentation
Manage Fin, our AI support agent, which resolves ~75% of customer problems
Create new ways to scale & improve our customer support
Must have
Written communication - explain complex ideas in simple, concise terms
People skills - know when/how to escalate situations & when/how to de-escalate situations
Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations
Proven ownership - clear outcomes you've driven in a previous role
Curiosity - actively learning more about the product, problems customers face & ways we can best support them
Nice to have
Experience in ecommerce/ecommerce technology
Experience in customer facing roles
Experience driving outcomes with AI tools
An interest in the craft of customer experiences & hospitality
Important things to know
Competitive benefits, PTO & compensation
We’re a small team
Profitable + growing
We have an office in Kitchener
Day to day is typically flexible/remote
Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)
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