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We are seeking detail-oriented and experienced individuals with a background in Customer Support, Customer Success, or Technical Support to assist our Customer Support team. In this role, you will be responsible for responding to customer support tickets, working in a queue, and providing a best in class customer experience.

Key Responsibilities Include:

• Answer user questions over chat, email, and phone
• Handle user account requests, including application processing, card disputes, missing payments, card shipments, and a whole lot more
• Teach customers how to use our product (hopefully most of it is self-explanatory), and translate user confusion into product suggestions
• Identify the systemic flaws that lead to user problems
• Learn our internal tools and figure out how to improve them
• Create and sustain warm relationships with our users

The ideal candidate will have experience working in a customer facing queue based role, excellent attention to detail, the ability to work independently, and a genuine compassion and empathy for customers.

You should:

• Have experience working in a queue based, customer facing environment
• Keep a clean, ordered inbox
• Always seek to answer the question behind the question
• Understand how to translate convoluted banking or engineering terminology into clear, human user communication
• Stay calm and collected while working on ten things at once
• Feel confident talking with startup folks in person, over chat, or on the phone

Contract Work Hours & Pay:

• 8 hours a day, Monday - Friday
• standard business hours in their local time zone. (note, for this round we won’t be able to accommodate off-hours or part-time work)
• Pay is $35 USD / per hour or $33 CAD / per hour

Timing:

• Can start between now and the first week of December

Length of Contract:

• 3 months (possibility to convert to full time based on team need and performance in the role)

Specific tools / equipment you'll need for the job:

• Their own laptop
• Strong internet connection

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