Customer Success Specialist

About Durable:

At Durable, our mission is to make owning a business easier than having a job.

We’re designing a new category of technology: DIFY (Do It For You). Running a business is hard, not because people lack ambition or ideas, but because they’re expected to be good at everything: sales, marketing, design, admin, operations. It’s a constant juggling act, and it’s exhausting.

Instead of adding more tools to learn, Durable handles the work — so business owners can focus on what matters most.

We want to live in a world where anyone can be a business owner. Whether that’s full-time, part-time, side hustle, or passion project — and where the tools they use feel invisible, intuitive, and beautifully crafted.

Since launching in late 2022, over 10 million websites have been created using our AI-powered platform. We’re generating significant revenue, backed by top-tier Silicon Valley investors, and scaling quickly.

But this is just the beginning. Our ambitions go far beyond website generation — we’re building the AI-native experience of entrepreneurship, and we’re looking for world-class designers to help bring it to life.

If you’re excited by 0→1 design, AI as a lever for entrepreneurial value, and making technology feel human — you’ll love what we’re building.

The role:

We’re looking for a Customer Success Specialist who thrives in a fast-paced, AI-first environment and knows how to show up with a human touch when it counts. This role is about delivering exceptional outcomes - not just answering questions. You’ll guide new customers, resolve issues with urgency and clarity, and ensure our users are building beautiful, high-performing websites that help them grow their businesses.

What you’ll do:

Customer support & success

• Provide fast, high-impact customer support across chat, email, and screenshare sessions - delivering real help, not deflection.
• Collaborate with customers 1:1 to ensure onboarding is smooth, their sites are set up for growth, and they’re getting real value from Durable.
• Act as a bridge between AI workflows and human expertise - stepping in with precision when needed.
• Identify and activate opportunities to increase ARPU and LTV by introducing features that align with the customer’s needs.
• Triage and resolve issues quickly, aiming for first-contact resolution wherever possible.

CX system builder

This isn’t just a support role - it’s also a chance to help build the future of Customer Experience at Durable.

You’ll be a key contributor to how we scale service intelligently. That includes helping design systems that deeply understand our customers, spot issues before they become problems, and offer proactive solutions through AI and automation. You’ll work closely with Product, Engineering, and AI teams to feed in real customer insights, shape tooling, and improve workflows - not just for the team, but for the platform as a whole.

We're not just solving today’s customer problems - we’re architecting how tomorrow’s customer experience should work. You’ll help us ensure our systems don’t just react - they anticipate, guide, and resolve with elegance and speed.

What you'll bring:

• AI-Native mindset: You’re fluent in modern tools and workflows - and know when human judgment is critical
• 1–2 years of experience in customer support, success, or service roles - ideally in SaaS, AI, or design-led platforms.
• A passion for connecting with people and helping them succeed in real, tangible ways.
• Strong communication and problem-solving skills - you turn confusion into clarity.
• Curiosity about how things work, and how they can work better.
• Empathy, adaptability, and calm in dynamic, high-growth environments.
• Bonus: Experience with tools like Intercom, Stripe, and website builders, or interest in CX tech and automation.

Why join us?

At Durable, we’re committed to creating an environment where you can thrive. Here’s what you can look forward to:

• AI at the core: Build and support tools that scale service without compromising quality.
• Real impact: Help shape the future of customer experience - and the systems behind it. 
• Hybrid flexibility & Gastown HQ: Our well-stocked Vancouver office offers stunning views of the North Shore, and while we value in-person collaboration, you're free to work from home when you need to. Thursdays are our in-office anchor day.
• Comprehensive benefits: Health and dental coverage to support your well-being.
• Professional development: We support your growth with opportunities like conferences, courses, and speaking engagements.
• Team events: Connect with your colleagues through retreats and team-building activities.

Location:

This is a hybrid role based in Vancouver, B.C. We have two in-office anchor days — Mondays and Thursdays. For this role specifically, your in-office days may vary based on your call schedule with customers, but we expect two days in-office per week.

Compensation:

$60,000-75,000 CAD, plus equity.