📝 Responsibilities
- Monitor Transit’s email inbox + social media inbounds + app reviews to make sure the most important issues are getting flagged to the rest of the team
- Triage and respond to user feedback to ensure everyone is helped in a timely manner
- Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail – for example, you will uncover why a user is no longer seeing a bus ticket in their account, or why real-time arrival data is not appearing.
- Be on the lookout for new features by attending demos so you know what users are talking about, and share user feedback for product development.
- Your partners in crime will be developers, data integrators, product designers, and communications people. Yes it’s a lot of moving parts — and you’ll often be the glue between them!
- Maintain and improve support resources like our user-facing Help Centre, employee-facing wikis, and other miscellanea.
- Be the champion of the end user to the rest of the company. This is a big one.
✅ Requirements
- Can digest large amounts of information to ferret out what’s important, and loves solving word and data puzzles
- Is not freaked out by managing lots of simultaneous tasks (you gotta be one-part air traffic controller, remember!)
- Has empathy: if you feel anxious/distracted when you know someone isn’t being helped, that is a good thing
- Is a human checklist of the following adjectives: quick-to-learn, curious, and diligent
- Has the discipline and drive to follow up on tasks and projects that require more than one email, one day, or one meeting
- You’ll be the glue between the back end of the app and the user – you must be comfortable with working with Transit’s technical teams, and be curious about how the app works (no technical experience required, though!)
- Can write and speak well in English, with a minimum expectation of intermediate skills in written French to communicate with our users, and translate developer-speak into something the Average Gob can understand. (95% of the user-facing communications for this position concern users outside Quebec, and will therefore be in English)
- Remembers to include the words “Bagels at Saint Viateur?” in the subject line when they apply
- You’re passionate about urbanism and transit!
- Is not Twitter-shy!!!
- Ability to legally work in Canada (no sponsorship available)
💯 Would be nice if…
- Polyglot! Besides English and French, other languages are a big bonus
- Bonus points if you have solid writing skills in Spanish
- Experience with Help Scout, GitHub, and/or Shortcut
Don’t feel like all the requirements apply to you but you still think you’d be a great fit for Transit? Don’t hesitate to apply!
💰 Compensation and benefits
$40,000 CAD - $60,000 CAD per year, based on experience
- Cost of living adjustments are possible for employees who are not based in Montreal
- Stock options
- Comprehensive medical and dental coverage
- 5 weeks vacation
- Four-day work week at full-time salary (yes, you read that right)
- Apple laptop and equipment
- $1,500 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
- A training and development budget
- Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
- Flexible work hours
- Spend your days surrounded by first-rate teammates and the best view of Montreal and/or [insert exotic Zoom background]
- When you’re in the office: you’ll be in urbanist heaven, surrounded by Mile End’s urban gardens, bike paths, BIXI docks, bus stops, a metro station, and limitless restaurants… cafés… bars… concert halls… bagel boutiques…
- Communal lunch-and-learn with free food in the office each week
👨💻 A note on diversity
Public transit is used by overwhelmingly more women and people of colour than other modes of transportation. We try to make sure the diversity of our users is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better app for everyone who uses Transit.
We encourage candidates of all ages, genders, origins and orientations to apply. If you’d like to specify which pronouns you use, feel free to include that in your application email.
And if your lived experience has given you a unique perspective on all things transportation, mobility, accessibility, urbanism? Let us know, and we’ll make sure your application gets the attention it merits.
📬 How to apply
To help us get to know you and your style a bit better, we’ve provided a few skill-testing questions that you might encounter in a day’s work. (If you don’t speak the language fluently, that’s perfectly fine. Let us know how confident you are in the language, then play around with Google Translate to write a response that seems to make sense.)
- Hi, I just moved house but I can’t figure out how to change the “home” address on your app. I love Transit but your frequently asked questions didn’t help me at all. Please walk me through the process step-by-step or I’ll have to download a new app!
- Bonjour, comment ajouter un lieu favori?
- Llevo mucho tiempo esperando el autobús. Tu aplicación dijo que tenía que llegar hace 45 minutos, ¡pero aún no hay un autobús a la vista! Mis dedos están congelados y llegaré tarde al trabajo. ¡Tus horarios están podridos! Actualizalos o les diré a todos que tu aplicación miente.
Send your answers to the prompts to [email protected] along with a resume, and a quick summary of who you are and why you’re interested in the role. We look forward to meeting you!