Customer Support Associate

Americas Team · London, Ontario, Canada · Hybrid ·

Trackunit is a leading SaaS-based IoT solution for the construction industry — connecting fleets, sites, and equipment through telematics and data connectivity so our customers can eliminate downtime and build smarter, safer operations. Thousands of equipment manufacturers, rental companies, and contractors around the world trust Trackunit to turn connectivity into fleet intelligence.

Here, you won’t simply join a tech company — you’ll join a movement. Our Customer Support team is the front line of that mission: the trusted voice that helps every customer get the most value out of their Trackunit solutions.

We’re growing our Americas Customer Support team and looking for a Customer Support Associate to join us in our London, Ontario office. This is a foundational role on our team — a chance to start (or restart) a career in technology and customer experience, with real room to grow into more specialised support, technical, or customer success paths as you build your skills.

You’ll be the friendly, knowledgeable voice of Trackunit for customers globally — handling inbound questions by phone and email, resolving issues efficiently, and making sure every interaction reflects our commitment to professionalism, empathy, and excellence. You’ll be part of a diverse, collaborative, global team that believes in meeting customers — and each other — at eye level.

Once in the role, successful candidates will have the opportunity to progress through the full salary range based on performance and development over time. This range reflects base salary only and does not include additional elements of our total rewards offering, such as our remote work policy, health benefits, retirement savings, and other rewards.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.

• International environment with regular check-ins and social events across teams, departments and borders.

• We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organisation/strategy.

• Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.

• Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here.

Who are you ideally?

• Based in or able to commute to our London, Ontario office — regular office access is required to support our hybrid working model. Able to work full-time, with flexible shifts when required.

• Not currently enrolled as a full-time student.

• Fluent in English, written and spoken. No previous support experience is required — we welcome candidates looking to start fresh in a new career path as much as those with a background in customer support, call centre, help desk, or retail service.

• French language skills are a strong asset and a differentiator for this role.

What will make you stand out?

• A growth mindset — both as an individual and as a contributor to the team’s collective progress.

• Adaptability to a balanced hybrid environment, contributing meaningful impact both virtually and in person.

• Comfort in a technical environment, including curiosity for leveraging AI-powered tools to support issue diagnosis and troubleshooting.

• An empathetic, customer-first approach to every interaction.

• A sharp eye for process improvement — spotting opportunities that make the customer experience more effortless.

Preferred qualifications (nice-to-have)

• Experience in a SaaS or tech support environment.

• Additional multilingual skills beyond French.

• Prior training in conflict resolution or de-escalation.

Primary responsibilities

• Be the first point of contact for customers, supporting administrative and product-related questions via phone and email with speed, accuracy, and genuine care.

• Guide customers step by step so they can unlock the full potential of their Trackunit solutions.

• Keep things running smoothly behind the scenes — documenting interactions, tracking progress, and following every request through to resolution.

• Collaborate with colleagues across the globe to share insights and solve challenges for more complex customer accounts.

• Build trust and long-term relationships with customers by listening actively, communicating clearly, and turning challenges into effortless experiences.

• Empower customers through knowledge — pointing them to our self-service help center resources and encouraging self-service wherever it makes sense.

Growth competencies we value

These are the foundational behavioural and work culture skills every Customer Support Associate builds on from day one — learned and developed over time.

• Communication: Clear, professional communication that adapts to each customer, with interactions documented for easy hand-off.

• Time Management: Prioritises workload by urgency and response-time commitments while keeping availability consistent across channels.

• Problem Solving: Resolves standard issues using the help center and team resources, following established steps before escalating.

• Digital Tool Proficiency: Logs and tracks every interaction accurately, keeping information current across all support systems.

• Cross-Functional Collaboration: Understands how Support works with Product, Engineering, and Customer Success, raising issues through the right channels.

Compensation

This position is currently open at Trackunit. The base salary hiring range for this role is $55,000–$60,000 per year, depending on experience and qualifications.

Our hiring process

Don't waste your time on writing the best possible cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.

• Virtual meet and greet. Meet with the Talent Acquisition Partner.

• A deeper conversation: We'll go into your experience and how you work, and you'll get a clearer picture of the team, the challenges, and what the role actually looks like day to day.

• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or projects related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job.

• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.

• Offer presentation and walk-through. We’re lucky to have you!

The question is: Are you in?

Trackunit is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talents team know.