Customer Support Representative

Summary

Join Keep as a Customer Support Representative and leverage your exceptional communication and problem-solving skills to provide top-tier support to our customers. You will resolve inquiries and issues efficiently, contributing to successful customer service initiatives. This role requires 1-2 years of experience in customer support, ideally within fintech or startups. You'll need strong communication and problem-solving skills, familiarity with CRM systems, and a detail-oriented approach. Keep offers a dynamic, collaborative environment, a remote-friendly culture, and the chance to shape the future of Canadian fintech. The role involves responding to customer inquiries, resolving issues, offering product support, collaborating with teams, and escalating technical problems. Continuous improvement of support processes is also expected.

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 effectively engage with customers and provide comprehensive support
• 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: Engage with customers via email, chat, and phone to provide timely and helpful assistance in addressing their needs
• 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 technical concerns to the appropriate teams, ensuring prompt 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