Support Lead

 

  Who We Are And What We Do:

 



 

 Contra is revolutionizing the world of work. Contra provides companies with an industry-leading, all-in-one platform to manage and scale their flexible workforce.
 

 



 

 In a world where work is becoming more flexible and project based, Contra is leading the way in making the world’s platform for project-based and flexible work. Our platform offers all the necessary tools for hiring, onboarding, managing, and paying flexible talent. Contra has raised over $44M from top VC’s including NEA, Unusual Ventures and Cowboy Ventures.
 

 



 

  Why Join Contra's Journey?

 



 

 Contra isn’t just another HR tool. Contra is building a new type of platform for the future of work. As both people and companies look to adopt more flexible working styles and talent strategies, we are leading the way, with a network of over 500k freelancers and 15k clients who depend on Contra to work together and collaborate, 100% commission-free.
 

 



 

  About You:

 



 

 As the Support Lead, you'll be dedicated to fine-tuning and optimizing our support platform (Intercom) to improve how we interact with users, increase product engagement, and streamline our support operations. You'll work on boosting key metrics, refining user interactions, and making sure every user has a great experience. Your goal is to make our support operations as efficient and effective as possible.
 

 



 

  Responsibilities:

 



 
Become a Contra product expert - focusing on user workflows, integrations, and platform functionality.
 
Work with a sense of urgency and quickly identify root cause of issues and ensure SLAs/turnaround times are met.
 
Lead initiatives on best practices and process improvements.
 
Provide world-class support by taking ownership on user issues both on the freelancer and client side - working closely with the engineering, product and other teams to address and resolve user issues quickly.
 
Provide regular insights and feedback on project status, achievements, and areas needing improvement.
 
Keep our knowledge base updated, refine, and optimize help content, ensuring it supports user self-service and automated tools' effectiveness.
 
Enhance the efficiency of customer support operations, focusing on reducing response and resolution times.
 
Continuously analyze performance metrics and processes to identify opportunities for further improvement and automation.


 

  Requirements:

 



 
2-3+ years of support experience.
 
Proven track record of driving user retention and growth.
 
Strong communication and interpersonal skills, with the ability to build and maintain relationships with key stakeholders.
 
Excellent problem-solving skills and the ability to think strategically.
 
Located in Toronto, Canada.


 

  Total Comp:

 



 

 Contra offers competitive pay, scalable benefits, and perks.
 

 



 
$70,000 CAD
 
Health + dental benefits
 
We provide you with a laptop on your start date


 

  Interview Process

 



 
Intro Call with Recruiting Team (15-20 minutes)
 
Interview with Head of Operations (45 minutes)
 
Paid Case Study **+ Presentation to Head of Operations + Head of Community (45 minutes)
 
Interview with CEO & Co-Founder (30 minutes)


 

 Contra is an equal opportunity employer, committed to diversity and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
 

 



 

  Note: Contra communicates with applicants through @contra.com domains only. We never ask for money from potential employees. For the latest job postings, visit Contra Careers.