Customer Success Representative

Newton.co; Canada; Remote; CAD 42,000 - 65,000; Full time

Job summary

Newton.co is hiring a Customer Success Representative to provide exceptional support to Canadian customers. You will handle inquiries, resolve issues, and build strong relationships while guiding users through sign-up and identity checks.

Join a remote team across Canada, working weekday and weekend shifts. You will learn cryptocurrency basics, communicate clearly, and drive customer success through proactive engagement and feedback.

Qualifications

• Experience delivering customer service in contact centres, retail, or service settings.
• Able to adapt to new processes in a fast-changing environment.
• Tech-savvy with strong typing and communication skills.
• Willing to learn cryptocurrency and trading basics.
• Available for scheduled shifts on weekdays and weekends.

Responsibilities

• Guide customers through sign-up, identity verification, and required checks.
• Provide live chat support and monitor tickets to ensure same-day responses.
• Engage in human conversations to identify and resolve issues.
• Escalate feedback, bug reports and feature requests to improve Newton app.
• Advocate for customers and represent Newton in interactions with stakeholders.

Skills

Customer service

Fast-paced environment

Tech-savvy

Typing speed

Strong written & verbal communication

Willingness to learn crypto

Shift work (weekdays & weekends)

Job description

Say hello to Newton! We're changing how Canadians trade crypto. Our goal? To make financial freedom something everyone can achieve. We give our customers the tools and knowledge they need to navigate the crypto world.

At Newton, you'll work with a remote team spread across Canada, but you'll never feel distant. Ready to be part of something meaningful? Join a team that’s all about pushing boundaries and getting things done.

Some of our values:

• Customer first mindset - Commitment to integrity and transparency to our users!
• A dynamic team fueled by collaboration uniting our strengths to overcome any obstacles. Together we build success. We persevere, adapt, and come back stronger, turning obstacles into opportunities.
• We strive for continuous improvement and embrace creativity and encourage experimentation. We push the boundaries of what’s possible and continuously explore new ideas, technologies, and solutions.

Role overview:

We are searching for a Customer Success Representative; a role that is centered on providing exceptional support and assistance to our customers, ensuring they have a positive experience. Your focus will be on addressing customer inquiries, resolving issues, and building strong relationships.

Responsibilities will include:

• Guiding our customers through the process of signing up for our services, performing identity verification and other screening checks, as required
• Adhering to a daily schedule of help desk support through live chat
• Engaging in human conversations with our customers to identify and resolve issues
• Ensuring users have a quick response time by staying on top of assigned tickets, with same-day ticket review
• Advocating for customers and the Newton app by communicating with stakeholders to provide customer feedback, bug reports, and other information that will help them to improve Newton in the future

Who you are:

• You have experience providing customer service in a contact centre, retail, or service environment
• Ability to adapt to new processes and work accurately in a fast-paced, rapidly changing environment
• Tech-savvy with excellent typing skills
• Have strong reading, writing and communication skills
• Proven track record of being incredibly resourceful and finding solutions even when there is no clear path
• You have a willingness to learn all about cryptocurrency and trading, care deeply about people support, and enjoy havinggenuine human conversations
• You are committed to continuous growth and learning. You understand that every challenge is an opportunity, and you get excited about learning new things
• Available to work scheduled shifts on weekdays and weekends

At Newton, we celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.