Customer Support Representative

Summary

Join Shakepay, a company revolutionizing financial services in Canada, as a Part-Time Customer Support Representative for a 3-month contract. You will provide exceptional customer support, diagnose issues, and ensure a seamless user experience. The role requires 20 hours per week initially, reducing to 8-12 hours after 4-6 weeks. You will collaborate with team members, relay customer feedback, and assist with KYC requests. Shakepay offers a remote-friendly work environment, team-building activities, and opportunities for growth and development. The ideal candidate possesses 1+ years of customer support experience, strong communication skills, and attention to detail. Bilingualism and basic knowledge of digital currencies are considered bonus points.

Requirements

• 1+ years of experience in a customer support
• Adaptability to change
• Strong attention to detail
• Excellent written & verbal communication skills
• Fluency in English

Responsibilities

• Diagnose issues customers are experiencing with Shakepay
• Communicate clearly and thoughtfully with our customers
• Have a thorough understanding of our products, features, and processes
• 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

• 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
• Grow your career: We’re growing, and so can you! We have programs in place to encourage continuous learning, growth, and development