Platform Support Specialist (part-time, 6 months)

Job title:

Platform Support Specialist (part-time, 6 months)

Company

Fable

Job description

About FableThe best digital teams work with to make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more.About the RoleAs a Platform Support Specialist at Fable, you’ll be responsible for helping our customers interact with Fable’s products and providing support where needed. You will handle concerns, complaints, technical issues and other challenges different user groups experience on Fable’s platform and resolve them in a timely manner. Often, this will include education and guidance as to how to have meaningful engagements with people with disabilities through Fable Engage. This role is critical to Fable’s day-to-day functioning and helps ensure our customers are satisfied with the experience and recognize the value of Fable’s work.For this role, we are open to applicants who are located in Canada. Please note that this role is a 6-month part-time employee role, 20-hours a week – with the possibility of extension, but not guaranteed. The part-time schedule will require afternoon hours on most days, but you must have the ability to start early on days when you need to provide backup support coverage or to work a full day. If you believe that you match the majority of this job description, we highly encourage you to apply!RequirementsResponsibilitiesCustomer Support

• Oversee requests from our customers to our community of testers, including providing feedback and guidance to customers when necessary.
• Provide support for end users regarding use of Fable products, technical inquiries, general inquiries, and other opportunities that may arise.
• Support the creation and socialization of meaningful customer insights through support data and reports to improve operational efficiency and influence the future of our products and services.

Product Collaboration

• Escalate product bugs or edge cases with structured feedback and reproduction steps.
• Participate in product feedback loops, sharing recurring user pain points, and support trends.
• Provide structured, data-backed insights from support interactions to influence product decisions and roadmap prioritization.

Request Delivery

• Collaborate closely with Request Delivery team members to ensure consistent, aligned communication and a positive overall tester experience.
• Respond to and resolve support requests submitted by testers through request delivery support channels, ensuring timely and respectful communication.
• Share relevant and meaningful feedback from customers that impacts or relates to tester workflows—helping the Request Delivery team close the loop and improve engagement.

Customer Success

• Collaborate with Customer Success Managers (CSMs) to support strategic customer accounts by providing timely insights, support history, and technical context.
• Proactively flag customer friction points, recurring questions, or usage blockers to the Customer Success team to inform engagement strategies.
• Share relevant tester-related insights or feedback that may impact customer satisfaction, ensuring alignment between customer expectations and tester experience.

Job Qualifications

• Minimum of 2+ year experience in a product support or operations role.
• Must have proven experience supporting multiple products in a fast-paced environment.
• Proficient with HubSpot or other ticketing tools.
• Ability to work cross-functionally and build relationships with other stakeholders in the business including product, CX, community, operations, and other teams.
• Ability to take leadership feedback and improve.
• Positive energy and attitude; ability to receive customer criticism and effectively problem solve.
• Desire to find challenges and escalate problems appropriately.
• Ability to analyze, optimize, and implement effective systems.

Our valuesTo lead, listen firstYou amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesn’t correlate with the loudness of someone’s voice.The brain is a muscleIf you’re going to do something, you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.Unlearn to learnWhat did we learn growing up, and what do we need to unlearn? It’s essential to understanding our personal bias and position so that we can grow.BenefitsWhat’s in it for you?At Fable, you’ll join a vibrant and rapid growth environment where you’ll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great health/dental benefits, and way more!Accessibility accommodationsFable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out or email us at [email protected] and include the subject line “Accessibility accommodation for Platform Support Specialist job application.”Pay range$31.00-$35.00/hourly CAD – this is a range and is subject to change, depending on experience and role fit. Please take this as a general range.

Expected salary

$64480 – 72800 per year

Location

Toronto, ON

Job date

Wed, 11 Jun 2025 22:26:53 GMT

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