Product Support Specialist

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com http://surveymonkey.com. WHAT WE’RE LOOKING FOR We are looking for a dedicated specialist to join our Global Customer Support team and champion our users every day. Reporting to Sharon in the Customer Support Org —a leader committed to hands-on mentorship, skill-building, and internal mobility—you will work alongside a supportive, cross-functional team that treats customer feedback as business intelligence. In this role, you will tackle meaningful work puzzles and ensure our customers receive world-class solutions. If you thrive on problem-solving, critical thinking, learning, and working with a team that celebrates different perspectives, this role is for you. WHAT YOU’LL BE WORKING ON - Helping our customers by email, chat, or phone — making sure they feel heard, supported, and successful. - Troubleshooting issues and guiding customers to the best solutions, while also sharing tips to help them get the most from our products. - Working closely with teammates and other departments to solve tricky challenges and improve the overall customer experience. - Spotting opportunities to automate repetitive work. - Playing a key role in keeping our customers happy and engaged by delivering service that’s friendly, reliable, and solution-focused. WE’D LOVE TO HEAR FROM PEOPLE WITH - 1+ years’ experience in a customer-facing role, ideally within an internet, technology, or e-commerce environment. - A genuine passion for delivering excellent customer service and creating positive experiences. - Critical thinking skills and ability to think on your feet while being a quick learner - Strong communication skills in both spoken and written form, with confidence engaging customers by phone, email, or chat. - Flexibility to work across varying shift times to best support our global customers. - A collaborative mindset, eagerness to learn, and the ability to adapt in a fast-moving environment The base pay provided for this position ranges from CAD $47,260.00/year - $55,600.00/year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience. Bonuses may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. This opening is for an existing vacancy. SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Ottawa office up to 1 day per week. #LI-Hybrid Why SurveyMonkey? We’re glad you asked At SurveyMonkey, curiosity powers everything we do. We’re a global company where people from all backgrounds can make an impact, build meaningful connections, and grow their careers. Our teams work in a flexible, hybrid environment with thoughtfully designed offices and programs like the CHOICE Fund https://www.surveymonkey.com/curiosity/the-c-h-o-i-c-e-fund-at-surveymonkey/ to help employees thrive in work and life. We’ve been trusted by organizations for over 25 years, and we’re just getting started. Our milestones include celebrating a quarter-century of curiosity with 25 acts of giving https://www.surveymonkey.com/curiosity/25-anniversary-acts-of-giving/, opening new hubs in Costa Rica https://www.surveymonkey.com/curiosity/bringing-global-survey-tools-together-with-pura-vida-surveymonkey-launches-in-costa-rica/ and India https://www.surveymonkey.com/newsroom/expands-global-footprint-new-bengaluru-office/, crossing the threshold of 100 billion questions answered https://www.linkedin.com/posts/surveymonkey_this-week-were-celebrating-a-monumental-activity-7320476713241436160-1njI?utm_source=share&utm_medium=member_desktop&rcm=ACoAACXxneYBWR2gGWzCKIZny7jMucfLGW7KORE, and earning recognition as one of the Most Inspiring Workplaces across North America https://www.surveymonkey.com/newsroom/surveymonkey-celebrates-inspiring-workplaces-win-in-na-2025/ and Asia https://www.surveymonkey.com/newsroom/surveymonkey-celebrates-inspiring-workplaces-win-in-asia/. We live our company values https://www.surveymonkey.com/curiosity/surveymonkey-company-values-refresh-2025/—like championing inclusion and making it happen—by embedding them into how we hire, collaborate, and grow. They help shape everything from our culture to our business decisions. Come join us and see where your curiosity can take you. Our commitment to an inclusive workplace SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities. Your data For more information on how SurveyMonkey (including its subsidiary and affiliated companies) processes your personal data as a job candidate or applicant, please see our Global Applicant and Candidate Data Privacy Notice https://www.surveymonkey.com/mp/legal/candidate-privacy-notice/. Please note that we may use artificial intelligence (AI) tools to support parts of the hiring process, such as sourcing candidates, reviewing applications, analyzing resumes, or summarizing interviews. These tools assist our recruitment team but do not replace human judgment.