Customer Support Specialist

In this hybrid role you handle day-to-day customer requests while driving automation and continuous improvement. You ensure high-quality ticket handling, spot patterns, and help reduce avoidable tickets through AI-assisted solutions and workflow optimization.

What You Will Do

• Handle recurring and standard tickets with accuracy and customer focus; ensure correct categorization and data quality

• Prepare clear, structured escalations and maintain the knowledge base and contribute to documentation (ServiceNow)

• Analyze tickets to identify automation candidates. Support routing and classification logic and prompt design

• Monitor automation outcomes and recommend enhancements. 

• Contribute to recurring reporting and simple dashboards

What You Bring

• 1–3 years in support/service operations or a related customer-facing role; fluent English and in French 

• Experience supporting or participating in AI, automation, or digital transformation initiatives is a plus

• Customer-first mindset with strong process adherence, proactive approach, attention to detail, and a focus on quality

• Analytical curiosity with the ability to identify patterns, solve problems, and drive improvements

• experience in financial services, banking, fintech, or capital markets