Customer Success Analyst

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    "datePosted": "2026-02-19",
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    "description": "<p><span style=\"font-family: helvetica; font-size: 14pt\"><span style=\"font-size: 12pt; font-weight: bold\"><span style=\"font-size: 14pt\">Customer Success Analyst<br></span>Remote (Canada) <br><br>Overview</span><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 10pt\"><span style=\"font-size: 12pt\">With the launch of our new product, Labbit, we are excited to build our first Customer Success Analyst Team at Semaphore that will play a key part in our customers’ experience.  In this role, individuals will work directly with our customers and are an integral part of the team as we transition into a product company and grow the Customer Success organization. This role is an opportunity to develop technical skills and learn about the critical function that a platform plays within a laboratory setting. We look forward to helping the Customer Success Analyst (CSA) learn about our product's technical landscape and contribute to customer success by resolving and escalating technical queries. </span><br><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 14pt\"><span style=\"font-size: 12pt; font-weight: bold\">About the Opportunity</span><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">Reporting to the Head of Customer Success, you will join a new team at Semaphore focused on enabling customers as their first point of contact after the platform is implemented in their lab. You will be responsible for triaging Tier 1 issues, routing internal requests as appropriate, and escalating requests that require additional support. Issues that can be resolved at the Tier 1 level will be your responsibility to troubleshoot and close.  You will also prepare technical documentation on product usage and troubleshooting as you learn the product and how our customers use it. </span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">As a CSA, you are motivated to grow your technical and product knowledge and understand the importance of self-learning, as the team builds out its initial processes and procedures. You are someone who can stay organized day-to-day, as you will drive process documentation while also monitoring various queues for customer-reported issues. When responding to customer queries, you will action issues appropriately based on triage resources and escalation pathways.<br><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt\">To be successful in this role, you must be service-oriented and have strong written and verbal communication skills, as this will lend well to prompt, thorough and positive support for our customers. You thrive in a dynamic team environment and can adapt with ease to changing responsibilities throughout the day.  As this is a new role, it will be important not to shy away from asking questions or seeking clarification when needed; we are a team that values collaboration to find solutions. Experience in genomics, clinical laboratories, or health sciences is an asset but not required. <br><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 10pt\"><span style=\"font-size: 12pt\">Please note that this role will include an on-call component, so the ability to work outside standard business hours is a key requirement.</span><br><br><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Must Haves</span><br></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Positive attitude and solutions-focused approach to providing customer support for both internal and external questions.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">Conscientious and detail-oriented with an ability to create comprehensive process documentation.</span></li>\n<li><span style=\"font-family: helvetica; font-size: 10pt\"><span style=\"font-size: 12pt\">Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.</span><br><br></span></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\"><br>What to Expect<br><br></span></p>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Within One Month<br></span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll start to familiarize yourself with our practices and processes</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll start learning our product and domain</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll work with the Head of Customer Success to build out the process and function for the Customer Success organization</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll experience a company stand-up and enjoy (a virtual) lunch with the team<br><br></span></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Within Three Months</span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll have to familiarize yourself with our practices and processes</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue learning our product and domain</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue to work with the Head of Customer Success to build out the process and function for the Customer Success organization</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll start answering incoming client requests for assistance via our ticketing systems</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll start taking on call shifts to support clients with critical issues through escalation pathways</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll become familiar with our collaboration tools (Slack, GitHub, Jira, GSuite, and Confluence) and engage with our culture and channels<br><br></span></li>\n</ul>\n<p><span style=\"font-family: helvetica; font-size: 12pt; font-weight: bold\">Within Six Months</span></p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll be fully onboarded into our CSA role</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll work to improve our practices and processes</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll have a solid understanding of our product</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue learning our domain</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue to work with the Head of Customer Success to improve processes and functions for<br>the Customer Success organization</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll continue answering incoming client requests for assistance via our ticketing systems</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll have regular on-call shifts to support clients with critical issues through escalation pathways</span></li>\n<li><span style=\"font-family: helvetica; font-size: 12pt\">You’ll attend one of our company-wide celebrations </span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: helvetica; font-weight: bold\">Why people enjoy working at Semaphore<br></span><br></p>\n<ul>\n<li><span style=\"font-family: helvetica\">Competitive base salary of <span style=\"font-weight: bold\">$69,500 - $84,000,</span> depending on location and experience</span></li>\n<li><span style=\"font-family: helvetica\">RRSP matching </span></li>\n<li><span style=\"font-family: helvetica\">Competitive vacation time and sick leave</span></li>\n<li><span style=\"font-family: helvetica\">Extended health coverage and a health spending account</span></li>\n<li><span style=\"font-family: helvetica\">Flexible, remote-first work with a focus on sustainable workloads</span></li>\n<li><span style=\"font-family: helvetica\">Company on-sites and opportunities to build real connections</span></li>\n<li><span style=\"font-family: helvetica\">Annual professional development budget and growth support</span><br></li>\n<li><span style=\"font-family: helvetica\">Employee Share Option Plan<br><br></span></li>\n</ul>\n<p><br></p>\n<p><br></p>\n<p><br><br><br><br><br><br><br></p>\n<p><br></p>\n<p><br><br></p>\n<p><span style=\"font-family: helvetica; font-size: 10pt\"><br></span></p>",
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