Customer Support Associate

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.
We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

Visit Schema App at or on LinkedIn.
About the Role

The Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts. You will operate at the center of customer execution — ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.

This role is ideal for someone who thrives on technical precision, strong prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.

This role reports to the Manager of Customer Success.
Functional Accountabilities
Act as a Product & Technical Expert

- Maintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflows

- Contribute to improving internal workflows, templates, support documentation, and technical best practices

- Example Exceeding Expectations: Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.

Deliver High-Quality Schema Authoring

- Author schema markup in Highlighter with accuracy and consistency

- QA templates and ensure alignment to best practices

- Maintain and update templates as part of ongoing account management

- Example Exceeding Expectations: Improve template quality or create efficiencies that reduce rework and increase deployment speed.

Elevate Product & Process Through Feedback

- Document bugs, issues, and enhancement opportunities clearly

- Submit structured feedback via GitHub or internal processes

- Contribute to improving tools, workflows, and documentation

- Example Exceeding Expectations: Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.

Support Technical Readiness for Customers

- Partner with Implementations Manager on scoping documentation

- Assist with integration testing, validation, and documentation

- Ensure technical requirements are clearly captured and executed

- Example Exceeding Expectations: Identify gaps in scoping or integration early and prevent onboarding or deployment delays.

Support CSMs with Precision & Speed

- Partner with CSMs on QBR preparation, reporting, and customer deliverables

- Execute on customer requests (reports, opportunities, insights) with accuracy and clarity

- Maintain detailed notes, action items, and documentation

- Example Exceeding Expectations: Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes.

Own Monitoring, Maintenance & Reporting

- Execute and monitor schema deployments and maintenance tasks according to contract cadence

- Analyze p