Customer Support Specialist

If you’re someone who likes solving problems quickly, communicating clearly, and helping people get unstuck — this role might be for you.

PaintScout is a Calgary-based software company that helps painting contractors run better businesses. Our customers use PaintScout to estimate jobs, manage leads, collect payments, and organize their day-to-day operations.

When contractors are running their business, they need the software to work — and when something isn’t clear or isn’t working, they need help fast.

That’s where you come in.

We’re hiring a Customer Support Specialist to provide quick, accurate support to customers through live chat and ensure they can keep moving without interruption.

What This Role Is Really About

You’ll be the front line of support for PaintScout customers.

When someone has a question, runs into a problem, or isn’t sure what to do next, you’ll be there to help them solve it quickly and clearly.

This role is about speed, accuracy, and consistency.

It’s not a sales role and it’s not a coaching role.

Your job is to make sure customers get the help they need quickly so they can keep running their business.

What You’ll Be Doing

1. Live Chat Support

You’ll respond to incoming customer questions through chat.

That includes:

• Monitoring and responding to live chat during assigned hours
• Troubleshooting common questions and product issues
• Guiding customers toward the correct workflows
• Maintaining a clear, calm, professional tone in every conversation

2. Issue Resolution & Escalation

Most problems can be solved quickly — but sometimes they require deeper help.

You’ll:

• Resolve common product and workflow questions independently
• Identify bugs or unusual edge cases
• Escalate issues clearly to the appropriate team when needed
• Follow up to ensure the customer’s issue is fully resolved

3. Documentation & Knowledge Base

Great support depends on great documentation.

You’ll:

• Use internal documentation and help articles to support responses
• Flag gaps or outdated documentation when you see them
• Help improve macros, FAQs, and internal playbooks over time

4. Customer Experience & Signal Detection

Support conversations often reveal important patterns.

You’ll:

• Recognize when customers are confused, frustrated, or stuck
• Tag conversations appropriately for tracking and reporting
• Identify when a customer should be handed off to a Customer Success Coach for deeper support

What Success Looks Like

Customers:

• Get fast responses
• Get clear answers
• Feel confident the issue is solved
• Can continue working without disruption

Internally:

• You resolve most issues on the first contact
• Tickets are handled quickly and accurately
• Escalations are clear and well documented
• Your work is consistent and reliable

Customers should walk away thinking: PaintScout is easy to get help from.

Who You Are

You’ll likely thrive in this role if:

• You communicate clearly in writing
• You’re good at solving problems quickly
• You stay calm when customers are frustrated
• You have strong attention to detail
• You can learn software quickly and navigate it comfortably

This role rewards people who are organized, dependable, and precise.

What This Role Is (and Is Not)

This role is:

• Execution-focused
• Customer-facing with clear processes
• About clarity, accuracy, and consistency

This role is not:

• A coaching or relationship-management role
• A sales or upsell position
• An unstructured or improvisational role

Growth Opportunities

This role is a strong entry point into the Customer Experience team at PaintScout. People who perform well here often grow into roles such as Senior Support Specialist, Customer Success Coach, or other specialized positions within CX like QA or training. Advancement comes from consistently resolving issues well, communicating clearly with customers, and taking ownership of improving how the support team operates. As PaintScout continues to grow, there will be increasing opportunities to take on more responsibility and develop within the company

Why Join PaintScout?

• Growing Calgary-based SaaS company
• Tight-knit team working together in person
• Clear expectations and real accountability
• Opportunity to grow within Customer Experience
• Competitive salary + performance incentives

This role is hybrid in-office in Calgary. We believe working together helps us move faster and support customers better.