Technical Champion, Support Team

40 hours/week
Remote, Mexico

Our mission at Poparide is to fill empty seats in cars and make travel more social, affordable and sustainable for everyone in Canada. Our app connects people who are already driving from A to B with passengers heading in the same direction, and facilitates posting tips, booking, chatting, leaving reviews and everything in between.

By joining Poparide you will do meaningful work that has a positive impact on people and the planet. We foster a positive, professional and collaborative culture in which we truly care for our work and each other. If you’re interested in contributing to our mission while being part of an innovative Company with a supportive Team, this may be for you! 

As a Technical Champion, Support, you will work within our Support Technical Squad and play a strategic role in ensuring the scalability of Poparide’s Support Team. You will enhance the Champion and member experience so we can solve our members’ problems quickly.  

In this role, you’ll aim to split your time 50% in tickets and 50% doing technical work, but this expectation may vary over time. Note that in busier periods, we may ask you to spend more time on tickets to help reduce our backlog and meet our targets.

Your technical work will ensure our Support tools are functional and that we have the right data readily available to make strategic decisions. Your technical work day-to-day will include working on maintaining and improving our Support’s technical infrastructure and tools, offer software support for our teammates, gather feedback, create automations, gather data analysis insights, track changes and help with reporting and spreadsheets.

Your focus, collaborative skills and technical aptitude as a Technical Champion will directly impact Support’s role in Poparide’s success.

We are looking for: 

• Technical aptitude: you love technology and can easily develop strong understanding and competence when introduced to new tools, systems and platforms. Developing skills and troubleshooting comes naturally to you.  
• Consultative perspective: you take an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening.
• Collaboration & independence: you have a demonstrated ability to work collaboratively in a team environment while balancing working independently with minimal supervision.
• Reliability: you’re accountable, committed, and ready to dive into accepting ownership for your learning, decisions, and actions.
• Adaptability: you have the ability to adjust your approach or actions in response to changes and unforeseen circumstances. 
• Solutions-oriented: you’re able to identify the source of a question or challenge and provide a simple solution to technical problems.
• Curiosity:  you’re constantly seeking to learn more about technology, systems, or problems to satisfy your curiosity. You have an innate desire to learn and grow, and it’s what pushes you to investigate new tools, processes, and systems. 
• Analytical abilities: you’re capable to interpret data, identify trends, and propose actionable insights to support continuous improvement.
• Experimentation mindset: you take initiative to run data-driven experiments, evaluate their impact, and iterate on solutions to continuously improve support outcomes
• Communication skills: you have excellent verbal and written communication skills, and you can effectively communicate technical concepts to non-technical stakeholders.
• Customer focus: you have a customer-centric mindset with a passion for delivering exceptional service and support experiences.

What you will do:

• Ticket work: you will spend 50% of your time responding to member tickets.
• Configuration and customization: assisting in the setup, configuration and maintenance of our Support ticketing tool (Intercom and other future tools.) according to organizational needs; including customer management, creating and managing ticket forms, automations, triggers, groups and views, as well as crafting customer-facing and background workflows that streamline processes and minimize friction, often optimizing for the fewest possible clicks.
• Data quality: conducting regular audits of data and configurations to maintain data integrity. You will work towards adopting responsibility for the overall data quality in Support tools (e.g. ensure effective application of categories, topics, tags, and data to understand why members reach out, when and how often)
• Reporting and analytics: designing and running reports and dashboards, generating and analyzing reports to track key performance indicators (KPIs), such as ticket volume, response times, and customer satisfaction ratings. Using insights gained to identify areas for improvement and optimize Intercom workflows.
• Process optimization and automation tracking: proactively monitoring and analyzing workflow paths, automation performance, and data trends to identify areas for improvement. This includes enhancing automation rates and refining routing logic.
• Supporting technical operations: responding to operational requests that require technical skills such as building reports, creating spreadsheets and formulas, creating and maintaining Slack workflows, handling tasks in Notion, and supporting the team with tooling-related updates and endeavors (e.g. updating from Windows 10 to Windows 11).
• Problem-solving: troubleshooting and providing solutions for various support-related technical issues and escalations, identifying root causes, and implementing effective solutions to help the Support team run smoothly.
• Project management: maintaining a queue of ongoing projects as well as impromptu tasks related to our ticketing system, support tooling, data insights and reporting, and technical operations needs. 
• Continuous learning: becoming proficient in our Support ticketing tool while staying up-to-date on new features, best practices, and industry trends to maximize efficiency and drive continuous improvements.
• AI optimization and enablement: contributing to the evolution of our Intercom AI, teaching it to provide helpful content reducing the need for team intervention.
• Technical documentation: a long-term goal for you will be creating and maintaining thorough, up-to-date, technical documentation (e.g. crafting documentation with steps to follow to ensure one change in our ticketing tool doesn’t break something else).
• Training: developing training materials for Champions to promote best practices and maximize system utilization. Conducting training sessions as needed to onboard new teammates and provide ongoing support.

Wage and Perks: 

• This position is full time, 40 hours a week
• The rate for this position is $152 MXN per hour for all hours worked (including ticket work)
• The perks and terms are the same for all positions within the Support Team and are stated in your original contract with Poparide

Apply now