B2B Account Support Specialist (SaaS)

Position: B2B Account Support Specialist (SaaS)
Location: Fully Remote (Ontario)
Salary: $30.00–$32.00 per hour
Job Type: Contract
Posting Type: Open Vacancy

Our client, a leading global technology company, is seeking a proactive, technically savvy and client-focused B2B Account Support Specialist (SaaS) to join its customer success and client partnerships team on a contract basis.

This is an excellent opportunity for someone with experience in B2B account support, customer success, SaaS or technical client services who enjoys building relationships, solving problems and helping business clients succeed in a fast-paced, technology-driven environment.

In this role, you will provide ongoing support to business clients using a digital platform, assisting with account inquiries, troubleshooting and operational challenges. Working closely with Customer Success Managers and internal teams, you will investigate and resolve client issues, ensure a positive customer experience and identify opportunities to improve existing processes.

The ideal candidate is someone who can look beyond the initial inquiry, understand the underlying business need and take ownership of coordinating an effective resolution.

Responsibilities will include:

- Provide day-to-day support to B2B clients, responding to account inquiries, platform-related questions and operational support requests.
- Investigate and troubleshoot client issues, identifying underlying concerns and coordinating appropriate solutions.
- Manage a high volume of incoming client requests through ticketing and case management systems, ensuring timely follow-up and resolution.
- Collaborate with Customer Success Managers and cross-functional teams to address client challenges and support ongoing account relationships.
- Assist business clients with navigating digital platforms, understanding available features and making effective use of products and services.
- Maintain accurate client information, case notes and account activity within CRM and ticket management platforms.
- Take ownership of outstanding issues, coordinating escalations and communicating progress clearly and professionally.
- Identify recurring client concerns, process gaps and opportunities to improve the overall customer experience.
- Contribute to internal documentation, knowledge resources and support procedures to promote consistency and operational efficiency.
- Support additional customer success initiatives and projects as business needs evolve.

What we're looking for:

- Minimum of 2 years of experience in B2B account support, customer success, SaaS client services, account management or a related client-facing role.
- Experience supporting business clients, ideally within a technology-driven, software or digital platform environment.
- Strong troubleshooting and problem-solving abilities, with the capacity to investigate client concerns, interpret information and determine appropriate next steps.
- Experience using ticket management platforms such as Jira, Zendesk, ServiceNow or similar systems.
- Familiarity with CRM platforms such as Salesforce, HubSpot, Zoho or equivalent.
- Experience in SaaS, e-commerce, digital marketplaces or B2B technology services is considered a strong asset.

If you are a solutions-oriented professional who enjoys combining technology, client relationships and problem-solving, we would love to hear from you!

Please send your resume in Word format to Angelica.Stewart@quantum.ca.

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