Customer Support Representative

Summary

Join Keep as a Customer Support Representative and leverage your exceptional communication and problem-solving skills to deliver high-quality support to customers primarily via phone, with email and tickets for follow-ups. You will play a key role in ensuring customer satisfaction and helping users navigate our innovative fintech solutions. This role requires 1-2 years of experience in customer support, ideally in fintech or startups. You will need exceptional communication skills, strong problem-solving abilities, familiarity with CRM systems, and a detail-oriented approach. Keep offers a dynamic, passionate team environment focused on innovation and growth, with a remote-friendly culture that values diversity and work-life balance. You will contribute to shaping the future of Canadian fintech and work on transformative customer service initiatives. The company is committed to providing modern banking solutions to businesses.

Requirements

• You have 1-2 years of experience in customer support, ideally within the fintech or startup industry, demonstrating an understanding of this dynamic sector
• Exceptional communication skills, both written and verbal, enabling you to engage with customers and provide comprehensive support effectively
• Strong problem-solving skills and the ability to work independently, empowering you to handle customer issues confidently and efficiently
• Familiarity with CRM systems and various support tools, allowing you to navigate customer interactions seamlessly
• Detail-oriented and dedicated to delivering high-quality work, always striving to exceed customer expectations
• A passion for fintech and the financial industry drives your commitment to delivering exceptional customer service and contributing to the success of our innovative financial solutions

Responsibilities

• Respond to Customer Inquiries: Focus on phone-based assistance, ensuring timely resolutions, with emails and tickets used for follow-ups on any pending issues
• Resolve Customer Issues: Leverage your expertise to effectively handle customer concerns, ensuring prompt and efficient resolutions
• Offer Product Support and Training: Guide customers through the features and functionalities of our fintech solutions, helping them make the most of our products
• Collaborate Across Teams: Work closely with cross-functional teams to foster a customer-centric approach and ensure that feedback is communicated and addressed
• Escalate Technical Issues: Identify and escalate complex cases to the appropriate teams, ensuring timely resolution and customer satisfaction
• Continuous Improvement: Actively contribute to the improvement of support processes, advocating for changes that streamline interactions and enhance the customer experience

Benefits

Embrace a fully inclusive, remote-friendly company culture that values diversity and work-life balance