Canvas 

Canvas is the #1 Diversity Recruitment Platform (DRP). It’s the new way to hire diverse teams with confidence and gain full transparency into the diversity of applicants in your hiring process. Startups to Fortune 500 companies are using Canvas to understand the diversity of their recruiting pipeline, source underrepresented talent, run engaging virtual events, enhance employer brand, and measure the ROI of their diversity recruiting initiatives.

We’re backed by Sequoia and recently closed $50 million in funding. We’re also a remote-first company (US based only at this time) and no matter where you sit, you’re a part of our Canvas.

Our team is composed of people from every background and experience. We’re MLK Scholars, high school dropouts, former artists, and working parents. We’re a passionate team of learners and doers with a bias for action. We encourage each other to remember and exercise our individual “why” in service to our mission.

The Team

We are searching for our founding Enterprise Support Lead to design, plan, and implement a truly best-in-class customer support experience. You will take this function from 0 to 1 and join our growing Customer Experience organization, working closely with internal stakeholders from Engineering, Product, & Design to deliver a best-in-class customer support experience and, let’s be real, raving fandom from our customers. You will also share insights from your interactions with Engineering, Product, & Design that will inform our product and roadmap.

Customer Experience is Canvas’ secret sauce. Our partners love working with us because we deeply understand the recruiting and talent landscape and are “people geeks” at heart. You embody this enthusiasm for our customers, coupled with a systems and processes lens and you’re comfortable holding folks’ hands through technical questions and moments where our product is not working as expected. You’re excited about building an Enterprise Support organization from the ground up as we rapidly scale. You love supporting customers to arrive at that aha! moment when they suddenly see our platform driving efficiency for their teams.

We are excited about continuous improvement and outside-of-the box thinking. This role drives impact against our mission to make recruiting fair for all by supporting our customers to trouble-shoot, deeply know how our product works, and find delight through more efficient processes that allow them to center diversity, equity, inclusion, and belonging in hiring.

What You'll Do 

Be the authority on how Canvas works for recruiters, clearly explaining the technical nuances of our tool, and educating customers while also ensuring that Canvas is working well for all of our customers. You are obsessive about closing the loop and love leveraging data and insights to influence cross functional partners. You won’t rest until our customers are heard, understood, and have clarity on what is and isn’t possible in our platform today. You will use insights from our customers (and data) to inform what will be possible in Canvas in the future—you are the glue of our Customer Experience organization.

  • Build our enterprise customer support processes from the ground up, taking the function from 0 - 1
  • Partner with customers providing consultative, concierge level support to solve the most challenging support interactions
  • Work cross-functionally across engineering and product to build processes and manage issues
  • Perform advanced troubleshooting of products and integrations
  • Reproduce customer issues, perform initial codebase triage and file bugs with Engineering
  • Define and manage to key performance metrics defined within the Customer Experience organization
  • Respond to high priority customer issues

What to Bring 

  • You have at minimum 3-5+ years of enterprise support experience, and have likely built this function before. You derive joy from empowering others to succeed and are eager to become an extension of our partners’ teams. You’re the kind of Customer Support leader they’ll write songs about one day.
  • Your day-to-day will consist of:
    • 70%: resolving questions, bugs, feedback, and general inquiries
    • 15%: strategic planning for how to 1) build, and 2) continuously improve our Enterprise Customer Support work
    • 5%: attending team meetings (1-3 per week)
    • 5%: completing administrative tasks (internal emails, announcements etc.)
  • Exceptional ability to develop relationships and trust
  • An unflappable attitude. You work well under pressure and remain focused, confident and professional
  • Enthusiasm for a great customer experience, you are excited about standing up and leading an Enterprise Support team on a product built by recruiters, for recruiters
  • Ability to balance user expectations with what is technically possible, while understanding policies and compliance boundaries
  • Eagerness to own and manage all of enterprise customer support end-to-end, until we grow this team
  • Strong analytical, debugging, and problem-solving skills
  • Strength in project management and meeting deadlines, ability to build consensus and influence others
  • Strong written and verbal communication skills and can work with both technical and non-technical audiences
  • Leadership. You will represent the voice of our customers internally, particularly when things aren’t going perfectly
  • You have strong business acumen and aptitude for analytics
  • A knack for learning and adaptability to handle tasks wherever needed
  • Bonus: You love talent and recruiting technology, and bring your love for our industry to building a brand new Enterprise Support organization. Customers are both inspired by your enthusiasm and feel confident in your ability to understand their day-to-day challenges—particularly in high growth settings.

Benefits

We’d love to set you up for success and are offering resources emphasizing your personal well being!

  • Medical, dental, vision insurance: 99% coverage for you and your dependents
  • 401(k) plan and we match 3% of your salary (regardless if you contribute or not)
  • unlimited paid-time off
  • flexible parental leave
  • $500 work from home stipend 
  • $75/week reimbursement for your meals or groceries
  • quarterly wellness days off with a $125 quarterly wellness stipend

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