Customer Support Specialist (T1)

About Us

Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius — into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands-on onboarding and human support. The company’s mission is to help industry professionals unlock their potential and achieve their most important goals.

The Role

You will have the following responsibilities:

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product
• Provide feedback to develop support processes. Your input will ultimately add value for our customers
• Apply technical writing skills in contributing to our growing knowledge bases (e.g., FAQs, Help Center, Training Material, Internal Documentation)
• Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner
• Work cross-functionally with other members within the organization

Requirements

Does this sound like you?

• A bachelor’s degree or equivalent experience
• Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
• Ability to apply sound judgment and product knowledge to deliver timely solutions
• Fast learner with a track record of mastering new technical tools and systems
• Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support)
• Previous experience in a high-volume support/customer service role
• Analytical mindset with strong research and problem-solving skills
• Applicable technical writing skills
• The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner
• The ability to multitask and prioritize trouble tickets as they come in
• Clear and concise communication skills
• A strong growth mindset and a desire to learn
• A natural puzzle solver

Nice-to-Have

A few ways to stand out, but not required:

• Previous experience working for a SaaS startup
• Experience with ticketing systems like Intercom
• Industry knowledge in “green industry” field management (i.e., landscaping, tree care, etc.)

Benefits

Reasons why you would love it here!

• Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day.
• In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more.
• In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage — giving you a flexible way to manage your healthcare needs.
• We’re committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada.
• We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive.
• And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 — so you can truly recharge.