Customer Experience Representative

RGIT Australia; Hamilton; On-site; CAD 44,000 - 65,000; Full time

Benefits offered by this job

RRSP and DPSP

Health & Wellness Spending Accounts

Perkopolis Staff Discounts

On-Site Gym + Fitness Membership Concs

Coffee Bar with Barista + Unlimited Sn

Job summary

Space Ops is hiring a Customer Experience Representative to deliver exceptional support across email, live chat, and phone. You will own customer interactions, troubleshoot payments and platform issues, and document cases thoroughly.

You’ll collaborate with internal teams to drive resolutions and contribute to knowledge base content. The role involves shifts including days, evenings, and weekends, with in-office training to start.

Qualifications

• Experience in customer-facing roles delivering high-level service.
• Proven ability to resolve issues and manage escalations.
• Ability to communicate clearly and professionally across channels.

Responsibilities

• Serve as primary contact for customer and merchant inquiries via email, live chat and phone.
• Troubleshoot issues related to transactions, payouts, refunds and platform usage.
• Document interactions accurately in CRM and support tools.
• Collaborate with internal teams to investigate issues and ensure full resolution.
• Monitor trends and contribute to knowledge base content and process improvements.
• Support a 24/7 service environment with rotating shifts.

Skills

Customer support

Communication skills

Technical proficiency

NATO phonetic alphabet

Documentation & reporting

Tools

Freshdesk

Jira

Slack

MS Office

Job description

Full-time Permanent Associate

Posted 30 Sep 2026

Description

The Customer Experience Representative plays a critical role in delivering an exceptional customer experience. More than just solving problems, this role is about creating meaningful, positive interactions, bringing energy, empathy, and a solutions-focused mindset to every customer touchpoint. You will take ownership of each interaction, ensuring customers feel heard, supported, and confident in our services, while consistently delivering best-in-class service.

Shifts: The job will begin with 3 months of in-office training, from 9am - 5pm. Following the training, the regular working shifts will be ‘Morning’ (9am - 5pm), ‘Afternoon’ (4pm - 12am) and ‘Night’ (12am - 8am).

What You’ll be Doing

• Serve as a primary point of contact for customer and merchant inquiries via email, live chat, and phone support, delivering timely, accurate, and professional assistance.
• Troubleshoot and resolve customer issues related to transactions, payouts, refunds, and platform usage.
• Manage and de-escalate complex or sensitive customer situations with empathy, professionalism, and sound judgment.
• Accurately document all interactions, ensuring clear, detailed, and compliant records within CRM and support tools (Freshdesk, Jira, etc.).
• Use the NATO phonetic alphabet where appropriate to ensure clarity and precision in communication and documentation.
• Collaborate with internal teams to investigate issues, elevate when required, and ensure full resolution.
• Investigate and troubleshoot payment related inquiries, including deposits, payouts, refunds, reversals, pending transactions, failed transactions.
• Monitor trends in customer inquiries and identify recurring issues to support root cause analysis and process improvement.
• Contribute to the development and maintenance of knowledge base content, SOPs, and self-service resources.
• Leverage dashboards and reporting tools to track performance, identify insights, and improve customer experience outcomes.
• Support a 24/7 service environment by participating in rotating shifts, including evenings, nights, and on-call coverage as required.
• Continuously build product and process knowledge to provide informed, efficient, and high-quality support.

What We’re Looking For

• Customer Support Experience:
• Experience in fintech, banking, e-commerce, or another high-volume transactional environment is considered a strong asset.
• Proven background in customer-facing roles, with a focus on resolving issues, managing escalations, and delivering a consistent and positive customer journey.
• Demonstrates a proactive approach to customer engagement, feedback collection, and long-term satisfaction.
• Communication Skills:
• Strong verbal and written professional communication skills.
• Capable of simplifying complex concepts for diverse audiences while maintaining professionalism.
• Familiarity with NATO phonetic alphabet to ensure clarity and accuracy during phone communication and documentation.
• Technical Proficiency:
• Proficient with web-based applications, CRM tools, and Microsoft Office Suite (Word, Excel, Outlook), as well as communication and support platforms including Slack, Freshdesk, and Jira.
• Able to quickly adapt to new software, tools, and systems.
• Comfortable working with structured data, with familiarity in JSON, APIs, transaction IDs, request/response data, and query structures considered a strong asset.
• Problem-Solving:
• Skilled in troubleshooting and resolving issues efficiently while maintaining a calm and professional demeanor under pressure.
• Proficient in reading and creating flowcharts, and applying detailed reporting standards to support clear communication, root cause analysis, and process improvements.
• Additional Qualifications & Desired Attributes
• Highly organized, detail-oriented, empathetic, and adaptable to dynamic, fast-paced environments.
• Demonstrates a proactive, overachiever attitude, with the ability to work flexible shifts, including days, evenings, and weekends available on call.
• Familiarity with financial processes such as transactions, payouts, or refunds.
• Exposure to support environments with automated workflows, self-service content strategies, or knowledge base development.
• Comfort with using data dashboards or analytics tools.
• Customer-first mindset with a focus on long-term experience, not just issue resolution.
• Proactive problem-solving and continuous improvement orientation.
• Strong documentation and process discipline.
• Adaptability and ownership in a dynamic, evolving environment.

• RRSP and DPSP.
• Health & Wellness Spending Accounts.
• Perkopolis Staff Discounts.
• On-Site Gym + Fitness Membership Concessions.
• Coffee Bar with Barista + Unlimited Snacks.

Company Overview

At Space Ops, we're a team of innovators, problem-solvers, and builders passionate about creating technology that makes a difference. We thrive on collaboration, curiosity, and continuous learning, empowering every team member to make an impact. If you're looking for meaningful work, opportunities to grow, and a fun, supportive culture where great ideas come to life, Space Ops is the place for you.