Product Support Expert

Description

What We’re Looking For:

Are you ready to embark on the exciting role of Product Support Expert at Meltwater? We're seeking dedicated individuals like you to join our dynamic team and elevate our customer experience. In this role, you will be responsible for identifying and resolving application and system issues that disrupt Meltwater's business-critical Media Intelligence Platform. Your collaborative approach and solution-oriented mindset are crucial for delivering exceptional services to our clients.

Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Experts and accomplished leaders who stand ready to support you at every turn.

Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential.

What You’ll Do:

• Provide excellent product support to our clients via email and live chat to enhance the client experience

• Influence product development through valuable feedback to our Product and Engineering teams

• Be able to remain organized and be able to prioritize in a high-volume environment

• Take ownership of support tickets from start to completion while providing value-added information

• Be an expert on Meltwater products and features as they are launched and engage with our Product Experts globally

• Contribute to our internal product training sessions and engage with our global Support team

• Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies

• Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

What You’ll Bring:

• A Bachelor's degree, or up to one year of relevant working experience in customer service.

• Collaborative and solution-oriented approach to enhance customer experience and foster interdepartmental collaboration.

• Ability to prioritize requests to optimize efficiency and team synergy.

• Strong technical aptitude, enabling quick learning and implementation of new technologies.

• Detail-oriented, proactive, and adept at managing multiple tasks concurrently..

• Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is preferred.

• Excellent written and verbal communication skills in English.

• Proficiency in French is a valuable asset and considered a plus for this role, enhancing your ability to collaborate across our global team.

• ​​Willingness to embrace a flexible work schedule. We require that you are in office most weeks 3 days per week.

• The ability to legally work in the country of hire is required for this position.

What We Offer:

• Flexible paid time off that allows you to have an enhanced work-life balance

• Excellent medical, dental, and vision options

• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.

• Energetic work environment with a hybrid work style, providing the balance you need.

• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview:

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.

These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $40,000-$53,000 CAD.

Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Where You'll Work: 110 Spadina Ave Suite 600

Our Story

At Meltwater, we believe that when you have the right people
in the right environment, great things happen.

Our platform empowers our 27,000 customers around the world
by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions.

But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and
find new solutions for our customers.

Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas
and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.

We’re proud of our diverse team of 2,200+ employees in 50 locations
across 25 countries around the world. No matter where you are,
you’ll work with people who care about your success and get the
support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.