Job offer

Customer Success & Support Specialist

To submit your application, click here.

Ready to take on exciting new challenges and join a team where your talent will be fully valued?
Send us your application now! We can't wait to meet you and start this adventure together. 😃

Who are we?
Explor.ai is a team of artificial intelligence enthusiasts whose mission is to help small and medium-sized businesses in Quebec shine in the digital age. Whether through fun and strategic workshops, feasibility studies, or developing customized AI solutions, we love turning data into gold for our clients! We tackle big challenges like sales forecasting, inventory optimization, workforce planning, and much more.

The product in question
Estim.ai is construction estimation software that uses artificial intelligence to automate takeoffs from plans and specifications. The tool automatically extracts materials, quantities, and dimensions from PDF files, then generates a bill of quantities in just a few clicks. It aims to reduce manual labor time, decrease errors, and allow contractors to respond to more bids.

Why join us?

  • 💻 100% telecommuting: Work where you want, when you want!

  • ⏰ Flexible working hours: Work-life balance is essential to us!

  • 💬 Regular virtual meetings: We like to get together to exchange ideas and strengthen our team spirit.

  • 🤝 Mentoring & ongoing support: At Explor.ai, we help each other and grow together. We value ideas, learn from each other, celebrate progress (not just results), and give each other constructive feedback so we can grow together.

  • 🌍 Inclusive & diverse culture: Every idea counts, and teamwork is our strength. Everyone has a place, regardless of their background, gender, or confidence level.

What you'll be doing with us

We are seeking an individual with experience in customer success and SaaS customer support to play a key role in building our post-sales function.

This is a strategic first hire in this field: you are not just here to execute, you are here to stabilize, improve, and evolve the way we support our customers after the sale.

The goal is simple, but demanding: reduce churn and maximize the value delivered to customers by ensuring strong product adoption and a consistent, human, and effective customer experience.

This is a role for someone who has already seen the movie: rushed customers, fast-moving products, imperfect processes... and who knows how to navigate all of this with calm, judgment, and initiative.

Required profile:

  • 🧑‍💻 Significant experience in customer success and/or customer support in a SaaS environment.

  • Comfortable in fast-paced environments, without unnecessary rigidity.

  • Able to work independently, prioritize effectively, and make informed decisions.

  • Excellent communication skills, both with clients and internally. The role involves working closely with the sales and development teams.

  • Genuine technical curiosity and an ability to understand how a product works.

  • Ability to analyze usage data and draw actionable conclusions from it.

  • Strong ability to explain complex concepts in simple terms to non-technical users.

  • Some knowledge of the construction industry would be an asset.

  • French required (primary language) and good command of English, sufficient to provide support and lead client meetings as needed

What you will do in practice

1. Customer success & support (core role)

  • Manage customer relations after the sale. Oversee support for new customers to ensure rapid and lasting adoption of the product. 

  • Conduct functional training sessions (individual and group) to help users progress to advanced usage.

  • Proactively identify risks (low adoption, misunderstandings, signs of disengagement) and intervene judiciously, collaborating with other teams as needed. Participate in defining, developing, and monitoring key customer success indicators (adoption, satisfaction, churn rate).


2. Customer support

  • Be the primary point of contact for customers via the Helpdesk (HubSpot) and answer usage questions clearly, pedagogically, and efficiently.

  • Quickly distinguish between functional support, technical support, or a real bug. Liaise with the technical team when necessary, which involves documenting and reporting bugs in a structured manner for the product team.


3. Monitoring strategic partners and clients (secondary component)

  • Conduct targeted follow-ups with key customers and partners to gather qualitative feedback on product usage, satisfaction, and emerging needs.

  • Act as a credible liaison between the field and internal teams by presenting new product features and advances.


4. Internal collaboration

  • Work closely with the product team and sales team.

  • Share field learnings to influence product priorities and improvements.

  • Contribute to a collaborative team culture focused on solutions and execution.


5. Additional motivations

  • You will take on a key, structuring role, with real autonomy.

  • Your impact will be direct on satisfaction, retention, and product development.

  • You will actively participate in building a function, not just executing it.

At Explor.ai, we firmly believe in inclusion and diversity. We're convinced that the richness of our differences is our strength, which is why we're committed to creating a working environment where everyone feels respected, supported and valued. 🌍 Whatever your background, origins or beliefs, you'll be welcomed into our team with open arms.

Together, let's cultivate a spirit of openness and collaboration where everyone can flourish and contribute to our collective success! 🤝