Customer Care Representative

ZayZoon; Toronto; Remote; CAD 45,000 - 60,000; Full time

Job summary

A financial wellness platform is looking for a Customer Care Representative to provide support and guidance via in-app chat and email. The ideal candidate has 3-5 years of experience in customer service, strong communication skills, and is a computer-savvy self-starter. Enjoy remote work, flexible time off, and benefits from day one. Join us in our mission to empower employees financially.

Benefits

Flexible time off

Instant benefits

Inclusive parental leave top-up

Qualifications

• 3-5 years of customer service or support experience.
• Exceptional verbal and written communication skills.
• Familiarity with tools like Google Workspace or Slack.

Responsibilities

• Provide support to customers via in-app chat and email.
• Troubleshoot and escalate sensitive issues to internal teams.
• Collaborate with product teams to improve offerings.
• Assist in process improvements within Customer Care.
• Maintain Customer Care documentation in the knowledge base.

Skills

Customer service experience

Communication skills

Critical thinking

Familiarity with Google Workspace

Self-starter

Job description

Who We Are

At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness.

We offer a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.

ZayZoon was also recognized for its growth in the 2025 Deloitte Technology Fast 50 and top‑10 growth companies in Canada by CIX awards. Our recent funding extension has raised our Series B funding round to nearly $50 million USD 🎉

Join us in shaping the future of employee financial wellness and building services that address the immediate needs of today's employees.

Please note, applications for this role will close on November 13th.

About The Role

ZayZoon is looking for a Customer Care Representative to be a central part of our product and service experience - a strategic strength in our business, critical to our mission. The Customer Care Representative answers customer questions, troubleshoots complex inquiries, and provides education on our products to ensure our customers are well cared for, and well served.

Internally, the Customer Care Representative acts as the “voice of the customer” and is routinely involved in surfacing patterns and escalating feedback used in new product ideation and experimentation. This role works directly with key members across multiple departments including finance, legal, and of course our product, and development teams!

Your Impact

• Provide support and guidance to ZayZoon customers via in‑app chat, and email
• Act as the initial point of contact, troubleshoot, and elevate sensitive issues to the appropriate internal team
• Work collaboratively with our growth and product teams to provide data, insights and surface questions that help inform our thinking about how to improve what we offer as well as developing new features, products, and support for our customers
• Assist with process improvements within Customer Care
• Participate in building and maintaining Customer Care documentation in the ZayZoon knowledge base
• Assist in staying on top of current technology developments applicable to the team – share your ideas with us!
• Champion ZayZoon’s mission to provide responsible financial products

To be successful in this role, you need to be someone who:

• Is a computer savvy self starter, comfortable digging into new tools
• Excels at providing clear, transparent and honest feedback of improvements to user interface and user experience
• Has strong critical thinking skills to recognize patterns, identify issues, and the steps required to resolve them

You Bring

• 3-5 years of customer service or support experience
• Familiarity with Google Workspace, Slack, or similar tools
• Exceptional verbal and written communication skills; you excel at providing clear instructions, and articulating feedback for improvements to the user interface and user experience

Research shows that while men apply to jobs when they meet an average of 60% of listed criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!

Why You’ll Love Working At ZayZoon

• Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever
• Flexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 6 weeks vacation
• Instant Benefits: All full‑time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend
• Plus: Inclusive parental leave top‑up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more

What You Can Expect From Us

Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.

So go ahead and hit that apply button with confidence, knowing that we’re here for you every step of the way! We can’t wait to hear from you.