Part-Time Customer Support Representative (3 Month Contract)

About the Role

Join our support team to create a seamless experience for our customers. This role is perfect for someone passionate about helping others, with a detail-oriented mindset, and a knack for ensuring accuracy and consistency in every interaction.

Responsibilities

• Diagnose and resolve issues customers are experiencing with Shakepay products and features
• Communicate clearly and thoughtfully with customers via chat and email
• Collaborate with other team members to resolve complex customer inquiries
• Relay feedback about the customer’s experience to relevant internal teams
• Assist with KYC (account verification) requests and review documents for account access
• Demonstrate care and empathy while engaging with customers
• Attend training sessions and team meetings with customer support and operations teams
• Communicate and interact with other teams through Slack and Google Meet
• Approve e-Transfer accounts and replay pending e-Transfers
• Execute various actions to ensure the proper flow of crypto transactions
• Identify and escalate unusual account activity to the fraud or compliance teams
• Provide support for technical issues such as 2FA, Mailgun, and Twilio

Requirements

• 1+ years of experience in a customer support role
• Strong attention to detail and adaptability to change
• Excellent written and verbal communication skills
• Fluency in English is required
• Must reside in and be available to work in Canada
• Available for a minimum of 10 hours per week, with an expectation of 20 hours per week for the first 4-6 weeks of the contract

Nice-to-Haves

• Experience in other operational roles
• Bilingual (English and French)
• Basic knowledge of digital currencies or cryptocurrency

About the Team

Be part of a team that's revolutionizing financial services in Canada, helping to bring Shakepay and Bitcoin to all Canadians. We value growth, shipping fast, and open communication, offering a supportive environment where your ideas can make a significant impact.