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About the Role
Help Ribbon’s customers succeed by ensuring their teams, candidates, and hiring workflows run smoothly. As a Customer Solution Specialist, you’ll be on the front lines of customer experience, helping users troubleshoot issues, understand the product, and get the most out of Ribbon’s AI hiring platform. You’ll work closely with Customer Success, Product, and Engineering to investigate technical questions, resolve customer issues, document recurring problems, and improve the overall support experience. This is a hands-on role for someone who is technical, customer-focused, organized, and excited to help companies adopt AI in hiring.
Responsibilities
- Be the first line of support for customers and candidates, helping troubleshoot issues quickly, clearly, and professionally.
- Investigate technical problems across Ribbon’s platform, AI interviews, workflows, and integrations, then partner with Engineering and Product to drive resolution.
- Support Customer Success with onboarding, implementation, configuration, and customer enablement where technical expertise is needed.
- Create and maintain clear internal documentation, troubleshooting guides, and customer-facing help content to improve the support experience.
- Identify recurring issues, product gaps, and customer pain points, then share actionable feedback with Product and Engineering.
- Help deliver a reliable, responsive, and high-quality customer experience as Ribbon scales with enterprise and high-volume hiring teams.
Requirements
- Has 1–3 years of experience in technical support, customer support, implementation, customer success, or a similar role at a B2B SaaS company.
- Is a strong problem-solver who can troubleshoot software issues, ask the right questions, and turn unclear problems into clear next steps.
- Communicates clearly, patiently, and professionally with customers, candidates, and internal teams.
- Is organized, detail-oriented, and able to manage multiple support requests with urgency, accuracy, and follow-through.
- Works well cross-functionally with Customer Success, Product, and Engineering to resolve issues and improve the customer experience.
- Has a customer-first mindset and takes pride in turning confusing or frustrating situations into great experiences.
Skills
- ATS platforms
- HR tech
- APIs
- Integrations
- Intercom
- Technical documentation
Work Type
- Hybrid
Experience Level
- 1-3 years
Salary/Compensations
- Competitive salary + meaningful equity
Benefits
- Meaningful equity
- Direct customer impact
- Work with cutting-edge tech
- High-growth environment
- Health & wellness stipend
- Annual international offsite
- Team lunches & meetups in Toronto
About the Company
- Ribbon is building the future of hiring: faster, smarter, and built for scale.
- Recognized by Fast Company as one of the Most Innovative Companies of 2026 and featured by The New York Times, BBC, Inc., and Bloomberg, we’re helping employers find the right people 10× faster.
- Our always-on voice AI interviewer screens candidates in minutes, identifies top talent automatically, and frees recruiters to spend time where it matters most.
- We work with some of the largest Fortune 500 customers in automotive, self-storage, logistics, and high-volume hiring.
- Ribbon is helping teams dramatically reduce time-to-hire, raise candidate quality, and scale without adding headcount.