Customer Support Specialist (Toronto)

About us Rentman is a B2B SaaS scaleup building smart, powerful operations management platform for event and production teams. Our users plan everything from small shoots to massive festivals in 70+ countries - and they all rely on Rentman to keep their gear, people, and timing perfectly in sync. Check out our public roadmap to see what’s coming next. We’re based in Utrecht (NL) with a second office in Toronto (CA), and our team includes 100+ people from 30+ nationalities. We work in English, and our culture is open, inclusive, and flat - built on curiosity, ownership, and the freedom to challenge ideas. Mission of this role As a Customer Support Specialist, you'll be the expert who helps customers get the most out of Rentman. The main objective of this role is to help customers find the right answers and solve their issues. You'll be the first point of contact when customers reach out, whether they're new to the platform and need guidance or veterans troubleshooting complex issues. You'll make a real impact by solving problems, sharing insights, and ensuring our customers get fast, top-quality support when they need it most. As a repository of customer feedback and input, you'll advocate for our customers internally so that we continue to be a customer-centric company that listens to its users. You'll be part of a passionate, customer-focused team that's all about creating smooth experiences, reducing wait times, and turning feedback into real product improvements. What you'll do Provide our users with an outstanding customer experience, taking full ownership of the customer’s issue and proactively providing solutions that genuinely help and benefit customers. Analyze and respond to queries via Zendesk (email & chat) while also being available to answer incoming calls via Aircall. Become a power user for our product, keeping up to date with updates and improvements, and bringing suggestions and complicated cases to the Product team. Identify cases that need to be escalated internally and escalate them effectively to find a clear resolution. Collaborate with the broader Customer Experience team on our goals and business objectives. Share information, news, and workarounds within the Support team. Contribute to our internal knowledge base in Confluence. Attend regular team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc. Onboard new Rentman employees during their shadowing time in Support so they learn how we help our customers. Who you are 1+ year of experience in a customer-facing role. Fluency in English and Spanish; both spoken and written. Ability to troubleshoot problems, find answers for customers, and articulate complex solutions in clear written and verbal communication. Team-first mentality: supporting your teammates is equally important. Ability to work in a fast-paced environment and learn quickly. We update Rentman every week, Support needs to keep up. Ability to collaborate cross-functionally to understand customer requirements and translate them into effective feedback internally. Tech savviness / a passion for technology. Rentman is a complex tool and you need to know it inside out. Nice to have Additional fluency in other languages (French, etc) Previous experience working in a SaaS organizatio n Familiarity with platforms like Zendesk and Jira (or similar systems) Experience in the AV rental, broadcasting or event industry Basic HTML/CSS knowledge. What you’ll get An ambitious, inclusive, diverse international team A competitive salary based on experience and an additional 8% of your yearly gross income paid out every May A “13th month” annual bonus based on company results 25 days of paid vacation, plus one extra day off each year up to your 5-year anniversary A paid 4-week sabbatical after 5 years to go on an adventure Flexible WFH policy & work from anywhere for 4 weeks a year A shiny Windows or Mac of your choice An annual training budget to boost your skill A comprehensive healthcare plan and a pension plan with 3% company matching Access to OpenUp for mental well-being and personal growth A flexible and engaging work environment and various team activities An amazing office in the heart of Toronto Our process Here's a breakdown of our recruitment process to give you a clear idea: Call with recruiter about the role & Rentman (30 mins) Past experience & culture interview with future manager (60 mins) Take-home assignment (max 120 mins) Final skills interview in our office (60 mins) Apply now by using the apply button! For questions or additional information, contact us at [email protected] . At Rentman, we celebrate diversity and are committed to creating an inclusive environment for all employees. We believe that our differences make us stronger and strive to foster a workplace where everyone feels valued and respected.