Startup Careers

Be a part of our family by contributing to our portfolio companies’ innovation and success. Browse open positions below with Intel Capital portfolio companies.

Customer Care and Technical Support Specialist at North
Kitchener City, Ontario, CA

About You:

You’re a shameless tech enthusiast who loves learning the ins and outs of the latest gadget. You have excellent communication skills and are able to convey intricate technical information clearly and concisely. You’re a team player with the ability to work with cross-functional teams covering engineering, marketing, and operations. You love to help others and have a passion for the role that the customer experience plays in the success of a company.

Main objectives:

  • Within 15 days, 
    • Learn the ins and outs of Focals and how to support it
    • Become familiar with the end-to-end customer journey for Focals, internally and externally
    • Learn the tools and processes used by the Customer Care team
    • Work alongside Care team members to learn most common customer requests and common issues and tasks encountered by Care
  • Within 30 days,
    • Work alongside Care team members to triage, address and track all internal and external defects, feedback and troubleshooting. 
    • Build communication paths with development, manufacturing, product, retail and marketing teams Help identify request and defect trends to alert internal teams 
    • Help loop customer feedback to internal teams to drive product development and experiences
    • Answer customer emails for Focals pre-purchase questions
  • Within 60 days, 
    • Own the Care triaging and escalation process and work with development teams to ensure all requests are actioned on within a timely manner
    • Support internal Customer Care and Retail order operations processes
    • Become a Customer Care champion internally and externally
    • Help respond to all incoming support requests to the Customer Care team

What You’ll Do: 

  • Triage all incoming Focals support support requests, feedback, feature requests, defects from external customers and internal teams. Investigate and identify which internal team the request belong with (Care, Marketing, Software, Hardware, etc).
  • Work closely with internal development and product teams to ensure issues are investigated correctly and efficiently while continually improving the process 
  • Provide troubleshooting, answer questions and educate customers who contact Care
  • Support Care processes related to order flow, customer communication and support services
  • Help administer Zendesk and manage macros, triggers, fields, integrations and users. Own and define guidelines for using and administering Zendesk. 
  • Identify trends and collect feedback from customers to share within the Care team and product stakeholders to improve customer experience, drive product direction, improve internal team processes
  • Meet with internal teams to help build out communication and information sharing practices for cross functional projects
  • Manage existing Focals orders, create new orders and facilitate RMA/warranty options. Help resolve any order issues, make updates on behalf of customers, track and communicate status and work with internal teams to identify priority.
  • Contribute topics, instructions and troubleshooting information for the external knowledge base

What You’ll Need:

  • 3+ years experience in a customer support role covering customer care, technical support and RMAs
  • Ability to support email, chat, social media
  • A strong focus on the customer experience
  • Ability to easily comprehend technical problems and convey solutions for both hardware and software issues
  • Strong interpersonal skills
  • Impeccable grammar, spelling, and written communication skills
  • Demonstrated ability to work well in a fast-paced, multi-disciplinary team environment
  • Ability to handle difficult, and potentially confrontational situations, with patience and ease

Bonus points for:

  • Background in the tech/consumer electronics industry
  • Degree or diploma in Computer Science, Engineering, or a related field such as communication or psychology
  • Independent worker with strong initiative
  • Previous startup experience
  • Zendesk Support preferred (or Oracle, Salesforce, Desk.com, etc.)

Feel like you can’t tick all the boxes above? If you have some of the skills and experience that we’re looking for and are willing to use your talent to learn the rest, we encourage you to apply!

Why North:

Day-to-day, we challenge each other to constantly raise the bar, encourage unconventional thinking to achieve innovative breakthroughs, and are passionately committed to surpassing our goals. We advocate a healthy lifestyle and promote continuous learning in a flexible work environment. Most of all, we set visionary goals, and we’re passionate about building the best, most impactful products that people will love.

About us:

North, formerly Thalmic Labs, builds products that change the way we see and engage with our world. North’s latest product, Focals, are custom-built glasses with a display only the wearer can see. Focals let you see texts, get turn-by-turn directions, check the weather, request an Uber, ask Alexa, and more — seamlessly and immediately. Founded in 2012, North has grown to a world-leading team of engineers, researchers, designers, and creators committed to building a future where technology is there when you need it and gone when you don’t, hidden by design.