Customer Experience & Technical Support

Location

Remote (Canada or U.S.) Type Full-time About Yeti Software Yeti Software is the leading operations and billing platform for commercial snow removal contractors across North America. We help field service businesses manage their sites teams billing and reporting — all in one place. Our customers rely on Yeti to run efficient profitable and data-driven operations during the busiest seasons of the year.

About the Role

We’re looking for a Customer Experience & AI Support Lead to take ownership of inbound customer support and ensure every user gets fast accurate and helpful assistance. An important member of our team you’ll be one of the primary contacts with our customers managing day-to-day support requests overseeing our HubSpot AI chat assistant and working to continuously improve our customer-facing resources — including developing help articles and to product walk-through videos. You’ll work closely with our Onboarding and Account Management teams to escalate issues that need hands-on guidance and with Product and Engineering to ensure recurring issues are addressed at the source. This role is ideal for someone who’s equal parts problem-solver communicator and systems thinker — someone who wants to improve how customers learn ask questions and get help.

What You’ll Do

Serve as the primary point of contact for inbound customer support through chat and email Monitor manage and improve customer experiences delivered by our HubSpot AI chat assistant — reviewing transcripts refining responses and ensuring accuracy Triage and resolve Tier 1 and Tier 2 customer support issues (e.g. account access workflow troubleshooting data errors billing questions) Escalate product or onboarding-related issues to the Account Management and Onboarding teams with clear context and documentation Maintain and expand our knowledge base and FAQ library ensuring information is accurate up-to-date and easy to understand Create and update product walk-through videos screen recordings support website updates and written guides to help customers self-serve Identify patterns and pain points in support tickets and collaborate with Product to improve user experience Track and report on key support metrics (response time resolution rate CSAT)

What You’ll Bring

3+ years of experience in SaaS customer support or customer success Excellent written and verbal communication skills Strong troubleshooting ability and a structured approach to problem solving Experience using HubSpot Service Hub (chat flows ticketing reporting) Familiarity with AI-powered support tools and a curiosity about optimizing automated chat interactions Comfortable recording screen-share tutorials and walk-through videos Highly organized detail-oriented and able to manage multiple priorities Bonus experience supporting field service dispatch or seasonal operations software Why You’ll Love Working at Yeti Fully remote team across North America Opportunity to lead how AI and automation enhance customer support Fast-growing SaaS platform with a tight-knit collaborative team Meaningful work helping field service businesses operate more efficiently Only Applicants who reside within a North American time zone may apply

Job Type

Full-time

Benefits

Extended health care Paid time off Work from home Experience Customer support 2 years (required) HubSpot 1 year (required) Technical writing 1 year (required) Training & development 1 year (required) Language English (required)

Work Location

Remote