Customer Support Representative (CSR)

Please read the full job description below before applying.
This role requires a written application AND a 3-minute video. If you only apply through the job board, your application will not be reviewed.
The full application takes about 15 minutes.
Step 1 — Complete the application form: ----------
Step 2 — Submit a 3-minute video answering ALL THREE questions. Upload to Google Drive (set to "anyone with the link"), Loom, or YouTube (unlisted), and paste the link into the application form.
Videos longer than 4 minutes will not be reviewed. Videos that don't answer all three questions will not be reviewed.
Question 1: Walk us through a time you handled an upset customer. What was the problem, what did you say, and how did it end?
Question 2: A client calls and says "the cleaners missed the bathrooms again — this is the third time." Talk to us as if we're that client. We want to hear your tone, your empathy, and how you take ownership.
Question 3: Walk me through the Customer Support role from your background that's most relevant to this one. Why does it line up? How long were you there, what did your day-to-day look like, what KPIs were you measured on, and how did you perform against them?
Real examples only. No scripts read off a page.

Compensation & Logistics
• Compensation: 1,200 - 1,500 CAD
• Location: Fully remote. Reliable internet with a backup connection required for if your primary goes down.
• Hours: Monday–Friday, 8:00 AM – 5:00 PM Mountain Time (Edmonton, Alberta).
• Reports to: Client Services Manager

About One Janitorial
One Janitorial is a commercial cleaning company operating across Canada with active US expansion. We manage roughly 700 clients and 180+ alliance partners through a 36-person fully remote team. We're scaling toward $11–12M in revenue in 2027.
We don't clean buildings ourselves. We sell commercial cleaning contracts to businesses — medical clinics, offices, retail, warehouses, restaurants — and match them to local cleaning alliances who do the work. Sales puts the contracts on the board. You keep those clients happy, supported, and with us for years.
We live by one rule: over promise, over deliver. When a client has a problem, how fast and how well you respond is what keeps them. That's your job.

The Role
You are the first point of contact when a client has an issue. You take inbound complaints and questions, you own the problem until it's solved, and you coordinate with our cleaning alliances to make sure the fix actually happens. You report directly to the Client Services Manager.
You are the voice of One Janitorial to hundreds of clients. When something goes wrong, you're the person who makes it right — calmly, quickly, and completely.
This is a role for someone who genuinely likes helping people, stays calm under pressure, and follows through until the loop is closed.

What You'll Actually Do
1. Handle client issues and complaints
You'll field inbound calls, emails, and tickets from clients. You will:
• Respond fast — clients need to hear from a real person quickly
• Listen, take ownership, and de-escalate when someone is frustrated
• Communicate the solution the same day and the permanent fix by the next scheduled clean
2. Coordinate fixes with our alliances
You don't clean — but you make sure it gets cleaned right. You will:
• Reach out to the cleaning alliance responsible and communicate exactly what needs to happen
• Follow up to confirm the fix was actually done
• Keep the client updated so they're never left wondering
3. Manage your tickets in HubSpot
Everything lives in the CRM. You will:
• Log every issue, conversation, and resolution
• Keep ticket stages accurate and current
• Follow up on time, every time — no issue falls through the cracks
4. Protect client retention
Every solved problem is a client kept. You will:
• Spot recurring issues and flag them before they become cancellations
• Tell the Client Services Manager what patterns you're seeing
• Help improve how we handle issues based on what you hear from real clients

Who You Are
Background (non-negotiable)
• 2+ years of customer support, client service, or account coordination experience
• A track record of resolving issues and keeping customers happy
• Comfortable on the phone, on email, and in a ticketing system all day
• Experience with a CRM (HubSpot preferred)
• Excellent written and spoken English — clear, calm, and professional
Skills (non-negotiable)
• You stay calm and in control when a customer is upset
• You take ownership instead of passing the problem along
• You follow through until the issue is fully closed — no loose ends
• You manage your own ticket load without being chased
• You're organized and detail-oriented — you don't lose track of what's open
Personality (non-negotiable)
• Genuinely helpful — you actually care about solving the problem
• Calm under pressure — frustrated clients don't rattle you
• Coachable — you take feedback the same day and apply it
• Reliable — you have great attendance and you show up, every day, on time
• Direct communicator — you say what you mean, kindly and clearly
Setup (non-negotiable)
• A quality headset with a clear microphone
• A reliable, high-speed internet connection
• A backup internet connection for if your primary goes down — clients can't be left waiting because your connection dropped

What This Job Is Not
• Not a sales role. You support and retain clients. Sales handles new business.
• Not a 9-to-5-and-coast role. Clients need fast, real responses. Slow follow-through shows up in cancellations.
• Not a role for someone with spotty attendance. Clients reach out every day — you need to be there.
• Not a role for someone who avoids conflict. Upset clients are part of the job. You lean in and fix it.
• Not a slow company. We move fast and we expect you to.