Katana Cloud Inventory Looking for Customer Support Consultant at Vancouver, British Columbia, Canada Full Time

Customer Support Consultant, North America

Are you an exceptional communicator who knows how to instill trust in customers? Are you ready to be on the front lines and leave an immediate impact on Katana’s customer experience? If your answer is yes, you may be the next Customer Support Consultant we need!

Who we are

We believe the future is a tech stack of integrated best-of-breed SaaS products, with Katana at the center.

Since 2017, we’ve given businesses worldwide a live look at their inventory, uniting all the processes and tools they use with intuitive and easy-to-use cloud inventory software. Our customers range from mom-and-pop shops to multi-million-dollar businesses. To date, we raised over $51 million in funding from VC firms and angel investors who, like us, believe the inventory software space needs more love.

Our customer base is growing rapidly, and the same goes for our product. We’re launching new features and updates every week, and there’s no plan to stop anytime soon. This calls for crystal clear copy that informs and engages — and where we need your help.

Who we’re looking for

We need a customer-centric self-starter who values human interaction and aims to build lasting customer relationships. If you’re passionate about providing exceptional customer experiences, enjoy a fast-paced environment, and have an entrepreneurial spirit, we want to hear from you. Your ability to simplify complex concepts and find solutions to challenging problems is essential to this role.

The Katana Customer Experience Team is incredibly passionate about customers, learning from each other, and creating a culture of inclusion that empowers everybody to grow professionally in their role and as a person.

Our Customer Experience team is distributed across the EU, North America, and New Zealand time zones.

As a Customer Support Consultant for North America, you will be responsible for the overall customer experience you deliver, all the while learning about the ✨ magical ✨ world of manufacturing.

Your typical work week would include:

• Respond to our customer inquiries in a timely and correct way via chat and/or video mediums to give solutions to their unique problems while building a long-lasting and sustainable trust with Katana users in the Customer Experience
• Offer workflow suggestions to enable customers to use Katana better as well as investigate new solutions with respect to apps that help our customers expand and succeed in their business.
• Work in a cross-functional way with other teams (product, marketing, & and engineering) to continuously contribute to the feedback loop that improves Katana’s product as a whole.
• Identify technical issues that get reported to product teams and engineering and see through to their resolution for customers.
• Log feature requests in both user votes as well as user context to provide suggestions on product improvements and user experience.
• Contribute to and improve the overall internal support workflows within the Customer Experience team by working closely with Sales, Onboarding, Partnerships, and Customer Success.

You’re the perfect fit if you:

• 2+ years of experience as a Customer Support Specialist or similar CS role in SaaS business.
• Familiarity with industry-leading business tools used in E-Commerce, Accounting, Inventory Management, Order Management, Shipping, and fulfillment is a plus.
• Shopify and WooCommerce as examples
• Experience working independently and collaboratively in a fully remote environment is a plus.
• Familiarity with popular tools like Intercom, Jira, Confluence, and Slack is a plus!
• Background in Manufacturing and Inventory Management is a bonus.

What we offer:

• Growth experience at the fastest-growing manufacturing startup in the world
• A connected team, we celebrate our diverse culture with Katanauts located all over the world
• A working environment that fits you and a WFH budget that supports you in designing an inspiring workspace
• A competitive salary and employee stock option program (we want everybody to feel engaged and share the fruits of our collective effort)
• 28 days of paid vacation per year + 3 paid health days
• Health and Wellness package
• Getting older is a serious thing, and it calls for some serious celebration! Therefore, we give you your birthday off as a gift.
• A team vibe to keep you smiling even on the rainiest days
• World-class team events; we celebrate in person annually at our company’s Summer Days and get together remotely as often as we can.

Please find out more about Katana and the role: careers.katanamrp.com