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Junip

Customer Operations & Support

Remote, Canada

Remote

Full-time

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Job details

Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Oct 6, 2026

Original job description

Junip is looking for someone to support our customers.

You will own everything we do with customers post sign-up (support, escalations, feedback, documentation, ops, etc). There is a lot of customer facing work (chats, calls) that needs to be done and a lot of operations (email campaigns, our AI support agent, documentation) that can be created/improved upon. This is an individual contributor role working with our CEO.

The Junip product

We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.

What you'll do

Resolve difficult/technical customer problems via live-chat, email & video calls
Get reviews from happy customers & resolve negative reviews through persistent, helpful follow ups (important growth channel)
Write, maintain & improve our help documentation
Manage Fin, our AI support agent, which resolves ~75% of customer problems
Create new ways to scale & improve our customer support

Must have

Written communication - explain complex ideas in simple, concise terms
People skills - know when/how to escalate situations & when/how to de-escalate situations
Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations
Proven ownership - clear outcomes you've driven in a previous role
Curiosity - actively learning more about the product, problems customers face & ways we can best support them

Nice to have

Experience in ecommerce/ecommerce technology
Experience in customer facing roles
Experience driving outcomes with AI tools
An interest in the craft of customer experiences & hospitality

Important things to know

Competitive benefits, PTO & compensation
We’re a small team
Profitable + growing
We have an office in Kitchener
Day to day is typically flexible/remote
Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)

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More about this job

Responsibilities

You will own all post-sign-up customer operations, including support, escalations, feedback, and documentation. You will also manage the AI support agent and resolve technical customer issues via chat, email, and video calls.

Requirements

Candidates must possess strong written communication and people skills, along with technical proficiency in web development languages like HTML, CSS, and JavaScript. Proven ownership of outcomes and experience in ecommerce or customer-facing roles are highly valued.

Skills

Customer support
Technical troubleshooting
Communication
Conflict resolution
Documentation
Operations management
HTML
CSS
JavaScript
Liquid
AI tools
Ecommerce technology
Customer experience
Hospitality

Benefits

Competitive benefits
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Customer Operations
Customer Support
Ecommerce
Review Platform
AI Support Agent
Fin
Technical Support
Documentation
Email Campaigns
HTML
CSS
JavaScript
Liquid
Customer Experience
Hospitality
Operations
Individual Contributor
Remote
Hybrid
Kitchener-Waterloo

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