Want to work with SilkStart? Let us know!
Come work with us.
SilkStart is a leading provider of association management software. We help trade, not-for profit, and multi-chapter associations of all sizes.
As a company we offer competitive salaries, an excellent benefits package, and plenty of time off. We want everyone to think and act like owners, so every employee is part of our stock option program meaning you are, in fact, a part owner.
We’re a hardworking, collaborative and results oriented team and we’re looking for fresh new talent to help us take our business to the next level. Please don’t hesitate to reach out to email@example.com if you are interested in an open position or our company in general.
Our Core Values
We believe that if you obsess over the customer, all else will follow. We stand out through the ongoing support we provide our customers. See what they have to say.
Continuous improvement (Kaizen)
We seek to continually learn, develop and grow as individuals and as a company.
We work and play as a team. We value diversity knowing it creates a strong team.
Be the change you seek
We challenge the status quo, value calculated risk taking and constantly look for ways to action change. We believe we can do great things.
We recognize that employees have lives outside of work. We value life balance and will be as flexible as possible as a company.
Currently Available Positions
Technical Support Representative
SilkStart is a leading provider of association management software. We offer competitive salaries, full benefits, flexible scheduling, and plenty of time off. We also offer autonomy in a respectful and collaborative environment where you get to make a difference and have some fun.
In this role you’ll provide frontline technical support to our rapidly growing client base. Working directly with clients, who are association administrators, you will provide friendly, accurate, helpful and timely support. This will be predominantly through email, but occasionally by phone.
We’re well run in that people leave on time, timelines are reasonable, schedules are flexible, and we encourage outside interests with options like remote hours, less than full time positions, and unpaid leave. We’ll pay for your gym membership, the books you want to read, and workshops and seminars to keep you growing.
Our core values are: Customer Obsession, Continuous Improvement, Teamwork, Be the Change you Seek, and Life Balance.
We offer some flexibility with hours and schedule but this is primarily an in-office position based in Victoria, BC.
What We're Looking For
Customer Obsessed. You’re focussed on delighting customers at every turn.
Good Communicator. You’re a gifted communicator, both verbally and in writing. You possess strong emotional intelligence (EQ) and can handle all types of customer interactions. Most importantly you’re able to communicate technical things to non-technical people, our customers.
Technical Aptitude. You have a technical aptitude either through education, work experiences, or a combination. Ideally you have experience troubleshooting web applications and you’re driven to solve problems and resolve issues even when the answer isn’t easily available or a creative solution is required.
Smarts. We expect you to quickly get up to speed on our technology and add value. We’re also going to give you autonomy on important things and expect great work.
People Person. You have a friendly, outgoing personality and love working with customers. You also understand how to build and maintain relationships.
Great Attitude. This is not a ‘that’s not my job’ or ‘I don’t know how to do that’ environment. We’re a small, entrepreneurial team that all pitches in to get the job done.
Self-Directed. You’re resourceful enough to figure things out and deliver results with minimal direction.
Hustle. You like a fast paced environment and possess a strong desire to just get things done.
Respectful Professional. You treat colleagues with professionalism and value a respectful workplace.
Desire to Learn and Grow. You’re a lifelong learner eager to take on new challenges and grow.
What You'll be Doing
First and foremost, you will provide frontline technical support to customers across North America. This will predominantly be through email, but also phone and live chat.
You will investigate, document and diagnose issues to determine root cause, and escalate them as required. Over time you’ll increasingly solve many of these issues on your own.
You will assist in the development of help content including FAQ’s, tutorials, and webinars.
You’ll also provide updates to customers about improvements and best practises through a variety of channels (newsletter, automated emails, in-app notifications).
Over time you will help extend the automated test suite to cover new features and improve existing coverage, working with our QA lead to develop automated tests.
You will give customers a voice and help advocate for their needs internally.
Knowledge of HTML, CSS and JS. Experience with platforms like WordPress, Wix, or Squarespace as well as experience building websites.
Experience using tools such as Zendesk, JIRA, and Confluence.
Familiarity with payment gateways (Paypal, Stripe, Square, Authorize.net).
Some knowledge of web technology, including general knowledge of how web pages, browsers, and servers work under the hood (HTTP, HTML, AJAX/JSON, etc).
Experience with Python, and/or Bash shell, especially in the areas of automation, tests, and tools.