Supercrew is one of Manitoba's fastest growing tech companies. We build the all-in-one app that trades businesses use to run their crews: it clocks crews in automatically, tracks the job site, and gets payroll ready before you ask. Our mission is to automate complicated tasks for the hardest working people in the world.
The Role
We're hiring a Client Support Specialist to join our support team and be the first voice our customers hear when they need help. You'll blend customer support, hands-on technical troubleshooting and customer success - solving problems quickly today and helping customers get more value from Supercrew tomorrow.
You'll be supporting busy, non-technical users: contractors, foremen and office managers who need answers fast so their crews can get back to work. Clear communication, patience and follow-through matter as much as technical skill.
This role is ideal for someone who takes extreme ownership of every ticket, enjoys problem solving, and thrives in a fast-moving, collaborative environment.
What You'll Be Doing
Customer support:
- Respond to customer questions by phone, email, text and chat, owning each conversation from first contact to resolution.
- Manage a queue of tickets across multiple priorities, keeping response and resolution times on target.
- Stay calm and constructive with frustrated customers, turning tough conversations into good experiences.
- Keep clear, accurate notes on every customer interaction in our CRM.
Technical support:
- Troubleshoot issues across our iOS, Android and web apps - clock-ins, GPS and location, timesheets, payroll exports and account setup.
- Reproduce bugs, gather the details developers need, and escalate clearly to our product and engineering teams.
- Follow every escalated issue through to a fix and close the loop with the customer.
Customer success:
- Help new customers get set up and their crews using the app in their first weeks.
- Spot customers who are struggling or at risk, and step in before small problems become cancellations.
- Answer billing and subscription questions and resolve account issues.
What We're Looking For
Experience:
- 1–2+ years of customer service or technical support experience.
- Experience supporting SaaS or software products considered an asset.
Communication:
- Excellent English communication, both written and verbal.
- Comfortable handling difficult or frustrated customers with patience and professionalism.
Technical and problem-solving:
- Strong troubleshooting and problem-solving abilities.
- Strong computer and digital literacy.
- Comfortable learning and supporting a SaaS and mobile application.
Organization and ownership:
- Ability to manage multiple tickets and priorities at once.
- Strong attention to detail.
- Ability to work independently.
- Reliable follow-through and time management.
Nice-to-Haves
- Experience with HubSpot or another CRM.
- Experience with Aircall or other VoIP phone systems.
- Experience with Stripe or subscription-based businesses.
- Basic understanding of GPS and location services.
- Experience troubleshooting iOS and Android apps.
- Experience working with developers or technical teams.
- Experience with construction, field-service, workforce-management or time-tracking software.
Compensation & Benefits
- Salary: $50,000 CAD per year.
- Eligibility for our employee health benefits program.
- 10 days paid vacation, plus statutory holidays.
- Schedule: Monday to Friday, 8:30 a.m. to 5:00 p.m. CST.
- Hybrid work: in office in Winnipeg 4 days a week, remote 1 day.
- Full-time, permanent position.
- Company laptop and the tools you need to do the job well.
Why Supercrew
- Real impact: every ticket you solve gets a crew paid correctly and a contractor back to the job site.
- Growth: we're scaling fast across North America and Australia, and early team members grow with us.
- A new home: we're moving into our own Winnipeg headquarters, built for a growing team.
- Close to the work: we spend time on job sites and at trade shows, so you'll know our customers, not just their tickets.
- A collaborative team: you'll work side by side with product, engineering, sales and leadership.
This is a full-time, hybrid role based in Winnipeg, MB, with a mix of in-office and remote days. Hours are Monday to Friday, 8:30 a.m. to 5:00 p.m. CST. You'll report to our Support Manager.
How to Apply
Apply through LinkedIn with your resume. A short note about a time you solved a customer’s problem.
Our hiring process:
- Application review.
- Phone screen with our team (20–30 minutes).
- Interview with the Support Manager.
- Final interview with leadership.
Supercrew is an equal opportunity employer. We welcome applicants of all backgrounds and will provide accommodations during the hiring process on request.
