Customer Service Agent ( English/ French) (Canada)

This is a remote position for candidates based in Canada.

About the company

With a mission to financially empower the next generation, the company is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at the company and help create the future of shopping!

About the Role

We are seeking a talented and motivated Customer Agent who is best in class with a high IQ plus a high EQ. This role presents an exciting opportunity to thrive in a dynamic, fast-paced environment within a rapidly growing team, with abundant prospects for career advancement.

Are you passionate about driving customer success? Addicted to solving problems? So are we. We are looking for a customer-driven problem solver at the company. With a fun, genuine, and empathetic voice, you will be troubleshooting and writing clear and concise instructions to solve questions about utilizing the company. You have excellent written and verbal communication skills. You are dependable, resourceful, and get joy from going beyond to make customers successful.

What You'll Do

• Provide clear, prompt, detailed, empathetic, and customer-oriented support to our consumers

• Showcase passion and connection with the nooks and crannies product

• Assist customers to resolve basic to complex inquiries via email, live chat, and phone call

• Build a network of support and trust with our awesome customer support team!

• Work with customers to understand how they use the company services, and provide valuable feedback to Product and Development teams

• Act as an advocate for our customers, report and act on observed areas for improvement in our product or processes

• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience

What We Look For

• Excellent communication and interpersonal skills

• Fluent in written and spoken English

• Fluent in written and spoken French

• Proven success in a fast-paced support environment

• Exceptional verbal and written communication skills to provide clear, articulate and kind customer support in technical instructions via phone support, email, and live chat

• Able to efficiently manage multiple tasks at the same time and utilize personal judgment to take initiative

• Driven to dig into the details of a system or process to solve customer problems

• Displays a passion for what you do while upholding personal and corporate integrity

• Excitement to learn new technologies and help customers succeed

• 3+ years of customer support experience

• Email, phone and/or live chat experience dealing with complex issues, troubleshooting, and problem resolution, preferably with software

• Bachelor’s degree or an equivalent combination of education and experience

• Zendesk, LiveAgent or Jira experience is a plus

Work Conditions

• Remote, work-from-home

• Must work from Canada, can't work outside of the country.

• 3-4 training weeks

• Full availability first 2 months, no vacations could be approved in this period

• Fixed shift, based in Central Standard Time

• Competitive salary, bonus structure, and benefits package

Compensation and Benefits

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Perks & Benefits

• Competitive salary

• Volunteer hours and sabbatical

• Life, LTD, medical, dental and vision insurance

• Highly discounted LifeTime gym membership

• RRSP with employer match

• Collaborative fun co-workers

• The opportunity to join the fastest growing FinTech alongside a team of motivated and driven individuals

• Compensation:

The compensation range for the role is $22 CAD per hour.

About You

• You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.

• You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things

• You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.

• You earn trust - you listen attentively, speak candidly, and treat others respectfully.

• You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.

• You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

The company's Employee Privacy Policy: At the company, we care about protecting your personal information. When you apply for a position with us, any data you share as part of the application process is handled in accordance with our Employee Privacy Policy, which also covers applicants. We encourage you to review it to understand how your information is collected, used, and safeguarded. You can read the full policy here: [link for members] .

What Makes Working at the company Awesome

At the company, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.

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