Customer Support Specialist - US/CAN

<p><strong>TRAILD: Who are we?</strong></p><p>TRAILD is a high-growth SaaS company that Streamlines, Automates and Protects businesses from fraud, errors and mistakes.</p><p>Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and IFS to help clients make their AP process more efficient and secure.</p><p>We have a rapidly growing international client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help, we can support more businesses digitise their existing operations with enhanced automation and security.<br></p><p><strong>The Role: Want to be a part of our exciting growth journey?</strong></p><p>We are looking for a Customer Support Agent&nbsp;to join our talented and dynamic team. As the company has expanded into several international markets, we are seeking someone with a genuine passion for helping and supporting our clients.</p><p>In this role, you will be responsible for working closely with our clients to research, troubleshoot, and support any issues they are facing. </p><p>The ideal candidate will have a background with B2B customer support in a Saas/Technology organization&nbsp;with strong interpersonal and communication skills, as well as the ability to think creatively when solving customer problems.<br></p><p><strong>Key Responsibilities</strong></p><ul><li><p>Responding to client queries and providing first-level support for TRAILD's customers</p></li><li><p>Provide user training, ongoing support and troubleshooting to ensure the software is working correctly and meeting the client needs.</p></li><li><p>Collaborate with our product and technology teams to ensure our clients are getting the most out of the software and to help improve the service.</p></li></ul><p><br></p><br><br><p><strong>What are we looking for?</strong></p><ul><li><p>2+ years of experience in a B2B customer support/success role within a Saas company</p></li><li><p>Experience with ERP or accounting systems (eg. SYSPRO, Acumatica, IFS) is a plus</p></li><li><p>Prior experience thriving in&nbsp;a fast-paced startup/scale up environment</p></li><li><p>Exceptional people and communication&nbsp;skills</p></li><li><p>Intrapreunership and proactiveness&nbsp;</p></li><li><p>Strong collaborator with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit.<br></p></li></ul><p><strong>The Perks of Working at </strong>TRAILD</p><ul><li><p><strong>Flexibility:</strong> We offer a range of remote, hybrid and flexible working options. </p></li><li><p><strong>Global team:</strong> We are growing across APAC, AMER and EMEA and have team all across the world. </p></li><li><p><strong>Our team genuinely loves working at TRAILD:</strong> We scored a 78 on our 2025 eNPS survey.  </p></li></ul><p style="min-height: 1.7em;"></p><p style="text-align: start;">The base salary range for this position is:</p><ul class="ak-ul"><li><p><strong>U.S. Candidates:</strong> USD $65,000 - $75,000 per year</p></li><li><p><strong>Canadian Candidates:</strong> CAD $65,000- $75,000 per year</p></li></ul><p style="text-align: start;">Compensation is determined based on <strong>experience, education, and geographic location</strong>. The final offer may vary within the stated range to reflect the candidate’s qualifications and market conditions in their area.</p><p style="min-height: 1.7em;"></p><p>Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment</p>