Operations Analyst

Summary

Join Shakepay, a company revolutionizing financial services in Canada, as a Part-Time Operations Analyst for a 3-month contract. You will play a crucial role in ensuring a seamless customer experience by diagnosing issues, providing support, and collaborating with cross-functional teams. This position requires strong attention to detail, excellent communication skills, and 1+ years of experience in a customer support or operational role. Shakepay offers a remote-friendly work environment, comprehensive health and dental coverage, a generous parental leave top-up, and a professional development budget. The company fosters a collaborative and fast-paced environment where your contributions will directly impact millions of Canadians.

Requirements

• 1+ years of experience in a Customer Support or Operational role
• Ability to thrive in a collaborative, fast-paced environment
• Strong attention to detail
• Excellent verbal and written communication skills
• Fluency in English

Responsibilities

• Diagnose issues customers are experiencing with Shakepay
• Have an in-depth understanding of Shakepay’s offerings and processes to provide accurate and timely support
• Work cross functionally with teams to resolve customer inquiries and ensure satisfaction
• Relay feedback about the customer’s experience cross functionally to other teams
• Assist with KYC (Know Your Customer) account verification requests
• Review submitted documents to support customers in regaining access to their accounts
• Demonstrate care and empathy while engaging with customers
• Respond to customer inquiries through chat and email
• Participate in regular training sessions and team meetings
• Collaborate with internal teams through Slack and Google Meet
• Approve e-Transfers and manage pending transactions
• 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 as needed
• Helping with technical issues like 2FA, Mailgun, Twillo

Preferred Qualifications

• Bilingual proficiency in French and English
• Basic knowledge of Bitcoin and blockchain technologies

Benefits

• Every employee has stock options as part of their total compensation
• Yearly salary assessments
• Access to health and dental coverage, including health and wellness spending accounts
• Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto
• A $2,000 annual budget for courses, certifications, and training to support your career growth
• 20 days of vacation per year. And if you use all your vacation, we give you a $1,000 bonus
• Enjoy a parental leave top up to 100% of your salary for 18 weeks
• Quarterly team-specific or company-wide offsite to connect with each other