Customer Support at Contra

Who we are and what we do

Contra is building the world’s first professional network for independent creatives and the companies that hire them. We are commission-free, global, and focused on enabling the future of flexible work. Alongside our network and marketplace, we’re launching new product lines including Contra for Companies, Contra Ads Network, and Creative RLHF & Evaluation Services for AI labs and creative-tool companies.

We've raised over $51M from leading investors like NEA, Unusual Ventures, and Cowboy Ventures - and we're just getting started.

What you’ll be responsible for:

• Provide world-class support by taking ownership on user issues - working closely with the engineering, product and other teams to address and resolve user issues quickly.
• Become a Contra product expert - focusing on user workflows, integrations, and platform functionality.
• Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met.
• Suggest process improvements and introduce best practices for operations.
• Provide regular insights and feedback on project status, achievements, and areas needing improvement.
• Keep our knowledge base updated, refine, and optimize help content, ensuring it supports user self-service and automated tools' effectiveness.
• Enhance the efficiency of customer support operations, focusing on reducing response and resolution times.
• Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation.

Requirements:

• 2+ year in Customer Support
• Experience troubleshooting technical issues
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
• Excellent problem-solving skills and the ability to think strategically.
• Excellent verbal and written communication skills.
• Shift:
  • Monday, Tuesday, Friday, Saturday, Sunday (9am-5pm EST)

Tools you'll be using:

• Intercom (primary tool)
• Retool
• Hubspot
• Notion
• Looker
• Linear

Total Comp:

• Salary: $70,000 CAD
• Extended health + dental benefits
• We will provide you with a laptop on your start date

Interview Process

• Interview with the Recruiting Team (30 minutes)
• Interview with Hiring Manager (40 minutes)
• Paid Case Study + Presentation (45 minutes)

Note: Contra communicates with applicants through @contra.com domains only. We never ask for money from potential employees. For the latest job postings, visit Contra Careers.