Customer Service - Mobile App Specialist
Sherwood Park, Alberta
Customer Experience /
Full-time /
On-site
Do you love talking to people, solving problems, and helping shape the future of technology? Are you excited about learning and growing into a product-focused role? If so, we’d love to hear from you!
BIS Safety Software is a fast-paced, high-growth organization providing leading software for the safety industry. We are looking for a Customer Experience – Mobile App Specialist to join our team. This role is an exciting blend of customer experience and product management—helping our clients get the most out of our SafeTapp mobile application while gathering feedback to drive continuous improvements.
The first few months will see you learn our software and work closely with our clients providing technical support. As you gain experience, your role will evolve into a key liaison between our clients and our development team, turning user feedback into product improvements.
This is an in-person role based out of our Sherwood Park, AB office.
In this role, you will be expected to:
- Provide high-level technical support, troubleshooting customer issues and escalating major concerns as needed.
- Become the go-to expert for our SafeTapp mobile app, understanding how it’s used in the field and championing its development.
- Manage and prioritize the backlog of support cases, working with the development team to implement fixes and feature updates.
- Proactively reach out to clients, conducting site visits and gathering feedback on app performance and usability (some travel will be required).
- Actively contribute to the SafeTapp product roadmap, collaborating closely with developers, UI/UX designers, and stakeholders.
- De-escalate challenging customer situations with empathy and professionalism if they arise.
- Organize webinars, lunch-and-learns, and FAQs to educate both internal teams and clients about new features and best practices.
- Work closely with QAQC to ensure app updates are smooth and effective.
You might be the right fit if you:
- Thrive in a fast-paced environment and excel at staying organized while managing multiple priorities.
- Love talking to people and can build strong relationships with clients.
- Have strong customer service experience, including the ability to handle critical feedback.
- Have a knack for problem-solving and enjoy getting to the root cause of issues.
- Are naturally curious, eager to learn, and excited about growing into a product management role.
- Can take ownership of problems and make clients feel confident that a solution is on the way.
- Are persistent and detail-oriented, following up on issues to ensure they don’t fall through the cracks.
- Are comfortable traveling occasionally for site visits.
Bonus points if you have:
- Experience working in customer support or technical support.
- A background in software, mobile apps, or product development (but not required—we can coach and mentor you!).
- Experience organizing webinars or training sessions.
$45,000 - $60,000 a year
Salary ranges are based on experience, reflecting the unique skillset each individual brings to the role. In addition to this salary, we offer full medical (health, dental, and vision) coverage as well as life insurance and disability insurance.
Job ID #T202502-11CAS
Why join us
At BIS, we pride ourselves in being very entrepreneurial in nature. Our office is an open environment that lends itself to collaboration and organic learning. We integrate new ideas and best practices quickly when they further the development of our software and company. This flexibility is a key part of our culture and a reflection of our insightful and collaborative team.
Another key part of our culture is our purposeful avoidance of titles. We don’t use job titles as they don’t reflect the value we place on humility. And we lead with our heart, treating all our customers and team members with integrity and compassion.
We are looking for like-minded individuals who are interested in growing with us.
In addition, we also offer the following:
Comprehensive benefits package
Health spending account
Growth opportunities
Flexible working hours
On-the-job training
Work-life balance
Free on-site parking
Team Recognition Points
Social committee
Fun, open and collaborative environment
Be More Than an Employee
BIS is a company where you can not only grow your career but also share in the success you help create. Our Employee Stock Ownership Plan (ESOP) allows you to own a piece of the business and build equity in the company’s future.
We'd love to hear from you
If this describes you, please submit a creative application that is sure to grab our attention. Submit your résumé and cover letter in confidence through this posting.
We sincerely thank all applicants for their interest, however, only applicants selected for interviews will be contacted.
