Customer Success Representative - Canada Wide - Remote

Newton.co; Toronto; Remote; CAD 40,000 - 60,000; Full time

Job summary

Newton.co is seeking a Customer Success Representative to help Canadians have a positive experience with our crypto products. You will guide customers through signup, perform identity verification, and perform screenings as required.

You’ll handle live chat support, stay on top of tickets for same-day review, and engage in human conversations to resolve issues. You’ll advocate for customers and relay feedback to improve Newton.

Qualifications

• Experience providing customer service in a contact centre, retail, or service environment.
• Able to adapt to a fast-paced, rapidly changing environment.
• Tech-savvy with excellent typing skills.
• Strong reading, writing and communication skills.
• Willingness to learn about cryptocurrency and trading.

Responsibilities

• Guide customers through signup for services, identity verification and screening checks as required.
• Adhere to a daily schedule of help desk support through live chat.
• Engage in human conversations with customers to identify and resolve issues.
• Ensure quick response times by staying on top of assigned tickets, with same-day review.
• Advocate for customers and the Newton app by communicating feedback and bug reports to improve Newton.

Skills

Customer service experience

Typing skills

Strong reading and writing skills

Communication skills

Tech-savvy

Resourcefulness

Willingness to learn about crypto

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 having genuine 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!