Platform Support Specialist

About Fable

The best digital teams work withFableto make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart Slack Shopify and more.

About The Role

Youllbe responsible forhelping our customers interact with Fables products and providing support where needed. You will handle concerns complaints technicalissuesand other challenges different user groups experience on Fables platform and resolve themin a timely manner. Often this will include education andguidance astohow to have meaningful engagements with people with disabilities through Fable role is criticaltoFables day-to-day functioning and helps ensure our customers are satisfied with the experience and recognize the value of Fables work.

For this role we are open to applicants whoare located inCanada.If you believe that you match the majority of this job description we highly encourage you to apply!

Responsibilities

Customer Support

• Oversee requests from our customersto our community of testers including providing feedback and guidance to customers when necessary.
• Provide support for end usersregardinguse of Fableproducts technical inquiries generalinquiriesand other opportunities that may arise.
• Support the creation and socialization of meaningful customer insights through supportdataandreports to improve operational efficiency and influence the future of our products and services.

Product Collaboration

• Escalate product bugs or edge cases with structured feedback and reproduction steps.
• Participate in product feedback loops sharing recurring user pain points andsupporttrends.
• Provide structured data-backed insights from support interactions to influence product decisions and roadmap prioritization.

Request Delivery

• Collaborate closely withRequestDelivery team members to ensure consistent aligned communication and a positive overall tester experience.
• Respond to and resolve support requestssubmittedby testers throughrequest deliverysupport channels ensuringtimelyand respectful communication.
• Share relevant and meaningful feedback from customers thatimpactsorrelatesto tester workflowshelping the Request Delivery teamclosethe loop and improve engagement.

Customer Success

• Collaborate with Customer Success Managers (CSMs) to support strategic customer accounts byprovidingtimelyinsights support history and technical context.
• Proactively flag customer friction points recurring questions or usage blockers to the Customer Success team to inform engagement strategies.
• Share relevant tester-related insights or feedback that mayimpactcustomer satisfaction ensuring alignment between customer expectations and tester experience.

Tester Support

• Support tester recruitment platform processes and coordinating communication with applicants.
• Manage administrative onboarding processes ensuring required tester data is collected and organized in platform.
• Provide platform support for training and onboarding and share updates with the Program Manager.

Job Qualifications

• Minimum of2 year experience in aproductsupport or operations role.
• Must have proven experience supporting multiple products in a fast-paced environment.
• Proficient with HubSpot or other ticketing tools.
• Ability to work cross-functionally and build relationships with other stakeholders in the businessincludingproduct CXcommunityoperationsand other teams.
• Ability to takeleadershipfeedback and improve.
• Positive energy and attitude; ability to receive customer criticism and effectivelyproblem solve.
• Desire to find challenges andescalate problems appropriately.
• Ability to analyzeoptimize and implement effective systems.

Our values

To lead listen first

You amplify voices that are less often heard and create space for those voices to grow. The quality of an ideadoesntcorrelate with the loudness of someones voice.

The brain is a muscle

Ifyouregoing to do something you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.

Unlearn to learn

What did we learn growing up and what do we need to unlearnItsessential to understanding our personal bias and position so that we can grow.

Whatsin it for you

At Fableyoulljoin a vibrant and rapid growth environment whereyoullwork with individuals who share the same values of being passionate socially driven inclusive collaborative and respectful. We offer great health/dental benefits and way more!

Accessibility accommodations

Fable is an inclusive workplace. If you are facing any accessibility requirements or concernsregardingthe hiring process or employment with us please fill out this form or email us atand include the subject line Accessibility accommodation for Platform Support Specialist job application.

Pay range

$60000 - $70000 CAD - this is a range and is subject to change depending on experience and role fit. Please take this as a general range.

Required Experience:

IC