Customer Service Representative
Role Overview
In Social is hiring a full-time, entry-level Customer Service Representative, also called a Digital Support Squad Representative, to support clients' online customer journeys.
The role is remote across Canada; candidates in Alberta, Manitoba, and Saskatchewan are prioritized.
The position is described as evergreen, with varied day, evening, and weekend shifts and no overnight shifts.
The role is an entry-level pathway with training, exposure to agency marketing work, and opportunities for internal growth.
Key Skills for This Role
Full Job Posting
Role overview
In Social is hiring a full-time, entry-level Customer Service Representative, also called a Digital Support Squad Representative, to support clients' online customer journeys.
The role is remote across Canada; candidates in Alberta, Manitoba, and Saskatchewan are prioritized.
The position is described as evergreen, with varied day, evening, and weekend shifts and no overnight shifts.
The role is an entry-level pathway with training, exposure to agency marketing work, and opportunities for internal growth.
Role responsibilities
- Handle inbound emails, tickets, chats, and VoIP calls to resolve inquiries, recommend products, save potential sales, process refunds and reshipments, and increase conversions.
- Contact leads by email or VoIP to convert potential customers into sales.
- Respond to social media comments and direct messages using client brand voice guidelines and support positive community engagement.
- Respond to, moderate, and filter customer reviews on client websites and review platforms.
- Follow training documents and procedures, and flag opportunities for process improvement.
- Collaborate with colleagues and Marketing, identify solutions, and escalate issues when appropriate.
- Share customer feedback and trends to inform campaigns, process improvements, and client service improvements.
- Proofread Marketing deliverables for errors and provide customer-support-informed feedback.
Candidate requirements
- At least one year of customer service experience, online or offline.
- Native or fluent English; fluent or native French is a bonus.
- Exceptional interpersonal skills and comprehensive reading and writing skills.
- Critical thinking and problem-solving skills in a customer service context; comfortable making and answering calls.
- Trustworthy, dependable, and reliable in a work-from-home environment; comfortable in a casual work environment.
- A functioning laptop, strong internet connection, and exceptional attention to detail.
- Available to work 40 hours per week, including day and evening shifts during the week and weekends; shifts are not overnight.
Workplace
- The position is remote, with work-from-home arrangements described as permanent; a potential hybrid model may be added if the employee chooses.
Schedule
- The role offers a guaranteed schedule of 40 hours per week.
- Work includes a mixture of day, evening, and weekend shifts; overnight shifts are not required.
Compensation and benefits
- Pay is $15.00–$17.60 per hour.
- Benefits listed include casual dress, company events, dental care, extended health care, vision care, and work from home.
- The employer describes additional performance-based bonus opportunities and free client products.
About the company
In Social is a remote digital marketing agency founded in 2015 and based in Toronto, with more than 20 team members.
The agency provides digital marketing and online customer service for clients across multiple industries.
Application note
- The source requests that candidates include the code dssr2025 in their cover letter.
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