As the Technical Customer Support Specialist at Retreat Guru, you provide advanced technical support to retreat centres using our software platform. You diagnose, document, and resolve technical issues while supporting high-volume ticket queues and contributing to QA testing to improve product reliability.
You work closely with Customer Success, Engineering, and Product, helping bridge the gap between customer support and development. Reporting to the Customer Success Team Lead, you collaborate with the Development team to strengthen service delivery and product quality.
Success in this role is measured through ticket response times, clear documentation, and consistent delivery of team training sessions.
Technical Support & Issue Resolution
Manage and resolve technical support tickets, including primary ownership of the Small-Medium Business support queue
Maintain <24hr first-response time on assigned weekday tickets
Diagnose, reproduce, and report software bugs and unexpected behaviour
Serve as the first technical escalation point for the Customer Success team
Lead technical support calls with clients to resolve complex issues
Support and execute data imports for new clients
Maintain expert knowledge of integrations, APIs, plugins, and front-end technologies (CSS/HTML)
Testing & Product Quality
Recreate and test customer-reported issues in controlled environments, including local site cloning when needed
Perform front-end testing for key deployments
Document reproduction steps, test results, and edge cases
Identify patterns in support issues and provide structured feedback to Product and Engineering
Maintain records of enterprise-level code customisations
Documentation, Training & Cross-Team Support
Develop and maintain internal documentation for integrations, APIs, plugins, and configurations
Deliver technical training and resources for the Customer Success team
Support churn prevention initiatives with technical insights
Provide limited support to Engineering for bug triage and to Marketplace/Enterprise Customer Success teams as needed
Required Qualifications & Experience
Post-secondary education or equivalent professional experience
3+ years of experience in technical customer support or account management
1+ years of experience in Software Development, Quality Assurance and/or UI/UX testing
Experience with Slack, Notion, HubSpot, ClickUp, GitHub, API
Strong understanding of web technologies (HTML, CSS, basic JavaScript)
Experience working in wellness, retreat, or regulated environments
Organised, proactive, and detail-oriented
Clear and empathetic written communication
Strong time management skills and ability to self-motivate
Excel in technical & strategic customer-focused problem solving
Ability to translate technical concepts into plain language
Collaborative team player and can prioritise competing demands
How to Apply:
Please email your resume and optional cover letter to careers@retreat.guru.
About Retreat Guru
Retreat Guru is the world’s largest marketplace and leading SaaS platform for retreat centres, helping people discover and book life-transforming wellness and personal development experiences. Since 2014, over 743,000 participants have used Retreat Guru to connect with trusted retreats offering yoga, meditation, mindfulness, psychedelics, and sacred plant medicines.
Based in Nelson, BC, we support 400+ retreat centres worldwide with software that helps them run and grow sustainable retreat businesses. We’re a small, dedicated team with a big mission: supporting a wakeful world.
