Customer Experience Associate

North One; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A business banking platform in Toronto is seeking a Customer Experience Associate to provide world-class support via chat, email, and phone. Ideal candidates will have customer support experience and strong problem-solving skills, as well as familiarity with AI tools. This role offers remote work options and a competitive hourly pay of $22 CAD.

Benefits

Health/dental benefits

Remote-first work

Professional development budget

Tech gear provision

Qualifications

• Experience in a customer support or customer success role.
• Ability to write and speak clearly and confidently.
• Curiosity about AI tools like ChatGPT.
• Track record of providing excellent customer care.
• Natural problem solver with good troubleshooting skills.

Responsibilities

• Provide world-class customer support via chat, email, and phone.
• Diagnose issues and communicate actionable solutions.
• Identify patterns and contribute to process improvements.
• Collaborate with teammates for efficient support.

Skills

Customer support experience

Clear communication

AI fluency

Problem solving

Process improvement

Ownership

Tools

Intercom

Job description

Overview

Our product & mission

North One is a business banking and financial management platform for small businesses across America. We don\'t stop at being a faster, easier and simpler version of a bank - we\'re focused on creating better financial outcomes for our customers by changing the definition of what a bank can do. We\'re building a digital finance department for every small business in America with our business bank account as its foundation.

Our mission is to build a connected business banking and financial management platform that lets anyone run a successful small business. Our team believes deeply in the transformative power of entrepreneurship and wants to democratize taking ownership of your economic independence.

Team

We\'re known for our customer experience, seriously, our customers love us! As a Customer Experience Associate at North One, you\'ll play a key role in delivering world class support and driving long-term loyalty. You\'ll be part of a high-performing team that blends human empathy with cutting-edge AI to curate the best experiences. You\'ll report directly to our Customer Experience Manager and play a key role in helping us deliver fast, thoughtful, and reliable support every day. You\'ll be joining a team who have helped build companies like Chime, Twitter, Instacart, E-Trade, McKinsey, Etsy, eBay and more. We\'re a team of A-players who are all-in on solving big, important problems.

You\'ll primarily work with customers via chat, email, and phone, but this isn\'t a typical support role. We\'re looking for someone who\'s comfortable solving problems, a knack for improving processes, spotting patterns and who\'s excited to help train our AI support agent.

Responsibilities

• Provide world-class customer support to North One users via chat, email, and phone.
• Diagnose issues, troubleshoot with customers, and communicate clear, actionable solutions.
• Identify patterns, contribute to process improvements, and help train the AI support agent.
• Proactively own problems, close gaps, and drive operational efficiency.
• Collaborate with teammates to deliver fast, thoughtful, and reliable support daily.

Qualifications

• You have experience in a customer support or customer success role
• You write and speak clearly, confidently, and with care
• You're curious and AI-fluent- you\'ve used tools like ChatGPT or Claude and understand how to get the best out of them
• You love to provide world-class care to customers and have a proven track record
• You are a natural communicator and you love diagnosing and solving problems
• You love to troubleshoot and find a clear and understandable solution for customers
• You love to take ownership, identify gaps and drive them to operational efficiency
• You are curious and excited to learn new technology
• You love to share learnings with your team and helping out your peers

Bonus points

• You have experience with Intercom
• You have experience in Banking
• You have done this before - you have run support queues at a fast-growth startup
• You geek out over technology and / or FinTech

Benefits

As a valuable member of North One\'s team, you\'ll get :

• Family coverage of top-tier health / dental benefits : Get the right coverage for what matters most.
• Remote-first work : You decide where you work. You can work from home, visit one of our in-person hubs, or work while you travel.
• Professional development budget : Enjoy an annual budget to deepen your expertise
• Powerful gear : We\'ll make sure you have the right tech to do your best work.
• Market pay for this role at North One is $22 / hour CAD.

North One is proud to be an equal-opportunity employer and celebrates diversity. We welcome all applicants regardless of race, colour, gender, age, religion, sexual orientation, disability status or national origin.

PI0b93a3688c73-30511-38615988