Customer Support

Summary

Join Shakepay, a company revolutionizing financial services in Canada, as a Part-Time Customer Support Representative for a 3-month contract. Work remotely from anywhere in Canada, providing flexible hours with a minimum of 20 hours per week. You will diagnose customer issues, communicate effectively, and collaborate with team members to resolve inquiries. The role requires 1+ year of customer support experience, strong attention to detail, and excellent communication skills. Shakepay offers a remote-friendly work environment, team-building events, and opportunities for growth and development. Help shape the future of money and impact millions of Canadians by joining our passionate team.

Requirements

• Have 1+ year of experience in customer support
• Have a thorough understanding of our products, features, and processes
• 1+ years of experience in a customer support
• Adaptability to change
• Strong attention to detail
• Excellent written & verbal communication skills

Responsibilities

• Diagnose issues customers are experiencing with Shakepay
• Communicate clearly and thoughtfully with our customers
• Collaborate with other team members to resolve customer inquiries
• Relay feedback about the customer’s experience to other teams
• Assist with KYC (account verification) requests
• Review documents submitted for customers to regain access to their account
• Demonstrate care and empathy while engaging with customers
• Engage with customers directly via chat and email
• Attend training sessions and other meetings with the customer support and operations teams
• Communicate and interact with other teams through Slack and Google Meet
• Approving e-Transfer accounts, replay pending e-Transfers
• Execute various types of actions to ensure the proper flow of crypto transactions
• Identify and escalate unusual account activity to the fraud or compliance teams
• Helping with technical issues like 2FA, Mailgun, Twillo
• Assisting with KYC (account verification) requests
• Providing support to the customer
• Approving e-Transfer accounts, replay pending e-Transfers

Preferred Qualifications

• Experience in other operational roles
• Bilingual
• Basic knowledge of digital currencies

Benefits

• Remote-friendly : Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto
• Have fun together: quarterly team-specific or company-wide offsite to connect with each other