Customer Support Associate

Loop Financial; Toronto; On-site; CAD 50,000 - 60,000; Full time

Job summary

An innovative FinTech startup is on the lookout for a Customer Support Associate to join their dynamic team in downtown Toronto. This role is pivotal in ensuring customers receive exceptional support and guidance as they navigate the company's cross-border banking platform. You'll engage directly with clients, addressing inquiries and resolving issues while also contributing to internal process improvements. If you're passionate about financial services and committed to delivering outstanding customer experiences, this is the perfect opportunity to make a meaningful impact in a fast-paced environment.

Benefits

Equity options

Health benefits after probation

Kitchen full of snacks

Catered lunch on Mondays

Qualifications

• Experience in customer support, preferably in Fintech or financial services.
• Strong communication and interpersonal skills.
• Ability to learn technical financial terms.

Responsibilities

• Serve as the first point of contact for customer inquiries via various channels.
• Troubleshoot product issues and educate customers on product features.
• Document customer interactions in CRM for tracking and reporting.

Skills

Customer Service Orientation

Communication Skills

Multitasking

Problem Solving

Technical Support

Attention to Detail

Education

1+ years in customer support or related role

Tools

Salesforce

Job description

Loop is a fast-growing FinTech high growth startup that enables businesses to seamlessly manage money around the world so our clients can access more markets, accelerate their growth and simplify their operations with the only truly cross-border banking platform. Loop is enabling the next generation of businesses to thrive around the world and we are looking for ambitious people to join our mission.

About the Role

Hi, I'm Arjun, Director of Product and Operations, at Loop and I am hiring for Customer Support Associate to help us provide a best in class experience to our growing customer base.

This role is an onsite position 5 days per week at our downtown Toronto office (Adelaide and Spadina).

Where You Come In

We are seeking a proactive and customer-focused Customer Support Associate to join our team and play a key role in delivering exceptional support to our clients. In this role, you will be responsible for supporting our customers through onboarding, resolving customer inquiries, providing product assistance, and ensuring a seamless customer experience. As the frontline representative of Loop, you will engage with customers to address their questions, providing a delightful experience to both new prospects and existing customers by helping to deliver excellent customer service.

In general you’ll find yourself spending roughly 80% of your time working directly with customers to answer questions and resolve support tickets and 20% working on internal projects to improve processes, share product feedback and update documentation.

What You'll Be Doing

• Serve as the first point of contact for all customer inquiries via email, phone, social, and chat channels, providing timely and accurate assistance.
• Support our customers with any questions or support required while onboarding and getting set up with Loop’s product.
• Troubleshoot product issues, inquiries, and account-related questions to resolve customer concerns quickly and effectively.
• Educate customers on product features, functionality, and best practices to optimize their usage and drive satisfaction.
• Document customer interactions, including issues reported and resolutions provided, in our CRM system for tracking and reporting purposes.
• Collaborate with product, operations, risk, engineering, and finance teams to escalate and resolve complex issues in a timely manner.
• Identify opportunities for process improvements.
• Contribute to the development of internal process documentation and external documentation for customers.
• Monitor customer feedback and trends to identify common pain points and areas for improvement in our products and services.

What We're Looking For

• 1+ years of experience in customer support, technical support, or a related role, preferably in the Fintech or financial services industry.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Interest in financial services and financial products with an ability to learn technical financial terms and product intricacies.
• Ability to multitask and prioritize in a fast-paced environment while maintaining attention to detail.
• Proficiency in using customer support tools and CRM systems (we use Salesforce).
• Aptitude and the ability to quickly learn and troubleshoot software applications.
• Flexibility to work occasional evenings and weekends to support critical customer needs.
• Passion for Fintech, innovation, and delivering exceptional customer experiences.

It's a Bonus if You Have

• Experience in Tech, even better in FinTech.
• Experience working with small teams, particularly at start-ups.

What we offer

• Salary range CAD$50,000-60,000 base annual, commensurate with experience.
• Equity ranging 0.01-0.05%.
• Enrollment in group's health benefits after probation period.
• This role is onsite in our downtown Toronto office.
• Kitchen full of snacks and drinks to keep you going throughout the day.
• Catered lunch on Mondays (we take recommendations!).

Interview Process

• 30 minutes video call with hiring manager, Arjun, Director of Product.
• 60 minutes in-person meeting with 2 team members.
• Take-home questionnaire to get to know you better.
• 60 minutes in-person meeting with Sarah, Chief of Staff, and Cato, CEO and Co-Founder.
• Background check and offer.

Our Mission, Vision and Values

• Mission: To help businesses seamlessly manage money around the world so they can access more markets, save money, and simplify their operations.
• Vision: The future of business is global by default. Loop will be the first business bank that is global by default.
• Values: Act with Urgency, Take Radical Ownership, and Be Kind.

How to Apply

To apply for this position, please click apply and submit along with your resume and a brief example of when you had to deal with a difficult customer and what you did to overcome the challenge. We'd also love to hear what song you're listening to on repeat - we'll add it to our playlist!

Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!