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Quandri

Support Specialist

Vancouver, BC, Canada
Greater Vancouver Metropolitan Area, Canada

Full-time

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Job details

Job type: Full-time
Apply by: May 8, 2027
Experience: 3+ years direct experience working in customer support
Posting language: English
Posted: Nov 9, 2026

Original job description

Who we are

Our mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We are building the AI operating system for North America’s best insurance agencies and brokerages.

For the first time ever, we have the technology to fundamentally change how insurance operates, and the stakes are human. Better insurance means families protected from harm, businesses able to take risks, and communities more resilient when the worst happens. For insurance practitioners, the ability to deliver this level of service finally becomes possible.

What we do

Quandri brings deeply specific, vertically-focused AI to the industry’s most critical stakeholders:insurance agencies and brokerages.

Agents are the lifeblood of the industry, the place where most property and casualty insurance is sold and serviced. Yet operating an agency is harder than ever. Peak product complexity, accelerating consolidation, a deepening talent crisis, and the AI revolution are all reshaping how agencies work.

Quandri sits at the cutting edge of this shift, rebuilding how agencies operate one workflow at a time. We pair a deep understanding of insurance processes, systems, and data with serious technical capability and proprietary models, so the transformation is tangible and operational rather than aspirational.

We’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.

Why join us?

You'll join a fast-moving team with real ownership, direct access to leadership, and a genuine hand in shaping the company's next chapter.

We are headquartered in beautiful Vancouver, BC, backed by leading US and Canadian investors, and the recognition has followed:

LinkedIn’s Top Canadian Startups in 2024 & 2025
Deloitte’s Fast 50
CB Insights’ Insurtech 50 and Fintech 100
The Globe and Mail’s Top Growing Companies in Canada.

About The Role
As a Support Analyst at Quandri, you’ll be the first line of help for the insurance brokerages that rely on our tool every day. You’ll own customer issues from the first report through resolution. That means investigating, troubleshooting and diagnosing problems across a technically complex product, then explaining the fix clearly and with empathy.

You’ll work closely with Customer Success, Implementation, Product and Engineering. You’ll turn what customers tell you into clear bug reports, product feedback and escalations. Beyond the ticket queue, you’ll keep an eye on our customers’ system runs so you can catch problems before customers do, write Knowledge Hub articles that help brokerages solve issues on their own, and dig into ticket data to find patterns that make support faster and smarter. You’ll also support incident management, including determining severity, streamline communications, and working with other cross-functional teams like Product and Engineering to resolve the issue. This is a hands-on role on a small, growing team, so you’ll have real ownership and a direct hand in how support works at Quandri.

What you’ll do:

Provide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.
Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.
Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.
Demonstrate empathy, patience, and a customer-centric approach in all interactions.
Collaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.
Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.
Take ownership of projects to help improve the support team, our overall customer service and cross-collaboration with internal stakeholders.

The right person for this role will have:

3+ years direct experience working in customer support
Strong understanding of AI and automation technologies
Based on the West Coast or ability to work standard working hours that may fall between the hours of 9am - 6pm PDT
Worked with a technically complex product
Technically curious with a desire to learn product function and new technologies
Possess a talent for investigating, troubleshooting, and resolving support inquiries- always looking to go one step further to improve first level resolution
Coordinate customer escalations and incident management
Skilled in working cross-departmentally to ensure speedy resolutions to customer reported issues
Ability to clearly articulate solutions while also displaying both empathy and patience
Detail-oriented and organized, with excellent time management skills
Excellent written and verbal communication
Comfortable working in a fast-paced environment and adaptable to change

Bonus points if you have:

Previously worked in high growth environment between Series A - C stage companies
Implemented a support tech stack and worked with support automation tools
Content writing skills for internal or external knowledge management
Knowledge of the insurance industry
Understanding of ticket data analysis and reporting

Our guiding principles:

Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.
Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.
Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.
Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.
Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.
Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.
AI-first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn't about replacing people; it's about unlocking them to do higher-value work.

Compensation And Benefits

The range for base pay is $60k - $80k CAD which is dependent on level of experience, performance and choice of stock option compensation
Employee stock options based on experience level
Comprehensive health benefits, including Lifestyle Spending Account
Four weeks of paid vacation per year
Work anywhere in the world for 60 days of the year

At Quandri, we build technology that automates the repetitive so people can focus on what actually matters - and we apply that same philosophy internally. In our hiring process, that means using AI to handle the administrative and logistical work so our interviewers can show up more fully in every conversation with you. AI tools support parts of our process, such as analyzing resumes and taking notes during interviews. But AI is never the decision maker. Every hiring decision is made by real people who are invested in getting it right - for you and for Quandri. If you have questions about how your information is handled or how we use AI, don't hesitate to reach out.

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More about this job

Responsibilities

Own customer support issues from initial report through investigation, troubleshooting, resolution, and follow-up, while managing tickets and communicating clearly and empathetically. Monitor customer bot performance, coordinate incidents and escalations, share customer feedback with internal teams, and improve support processes and knowledge resources.

Requirements

Candidates need at least three years of direct customer support experience, familiarity with technically complex products, and a strong interest in AI and automation. They should be skilled in troubleshooting, incident coordination, cross-functional collaboration, and clear customer communication, and be based on the West Coast or able to work between 9 a.m. and 6 p.m. PDT.

Skills

Customer Support
Technical Troubleshooting
Incident Management
Customer Communication
Ticket Management
Customer Empathy
Cross-Functional Collaboration
Escalation Management
AI And Automation
Bot Performance Monitoring
Product Feedback
Knowledge Management
Ticket Data Analysis
Time Management
Written Communication
Verbal Communication

Benefits

Employee Stock Options
Comprehensive Health Benefits
Lifestyle Spending Account
Four Weeks Of Paid Vacation
Work Anywhere In The World For 60 Days Per Year

Visa sponsorship

Not detected in the job text

Keywords

AI
Automation
Insurance
Insurance Brokerages
Customer Support
Technical Troubleshooting
Ticket Management
Incident Management
Escalation Management
Bot Monitoring
Customer Success
Implementation
Product Feedback
Bug Reports
Knowledge Management
Ticket Data Analysis
Support Automation Tools
Cross-Functional Collaboration
Customer Service
First-Level Resolution
Product Enhancements
System Performance
Customer Communications

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