Customer Experience Specialist Full-time Job
Sep 12th, 2024 at 14:11 Customer Service Toronto 67 views Reference: 9088Job Details
Please note: We are a hybrid environment and choose to collaborate in the office twice a week. Working hours are Monday to Friday from 9:00 am - 5:30 pm EST (hours may change based on business needs). We are looking for people who have flexibility and are open to working Canada/US statutory holidays.
What You'll Be Doing:
- Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional and proactive manner. You'll be trained on email support to provide flexibility within the department, but phone will be the main means of communication
- Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
- Investigate and problem-solve together with team members from Engineering, Risk, Product, and beyond to troubleshoot customer issues and get results in a timely manner
- Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
- Track data and learnings from customer interactions that deliver meaningful insights for product and process improvement
- Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!
Who You Are:
- You have 1+ years of experience working in customer support or a customer-facing role
- You are a clear, concise and personable communicator both verbally and written
- You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
- You have deep empathy for customers and balance being resourceful and direct with customers
- You have fine-tuned prioritization skills to maximize your impact
- You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
- You are naturally curious, you love to understand the “why” behind a problem or question and aren’t afraid to dig deep into problem-solving
- You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Bonus Points:
- You have experience working with customer support tools or ticketing systems (Zendesk or similar)
- You have prior tech start-up experience or worked in a fast-paced environment
- You are proficient in Spanish
Company Description
Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and were changing that. Relay is the all-in-one, collaborative money management platform. Were building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be on the money'.
