Customer Support Representative

Promote Project; Old Toronto; Remote; CAD 40,000 - 70,000; Full time

Job summary

Join a dynamic team at a forward-thinking company revolutionizing financial services in Canada! As a Full-Time Customer Support Representative, you will engage with customers in both English and French, providing exceptional service and support. Your role will involve diagnosing issues, collaborating with team members, and ensuring customer satisfaction. With a strong focus on growth and development, this innovative firm offers a range of perks including stock options, health coverage, and a generous training budget. If you have a passion for cryptocurrency and a desire to make an impact, this is the perfect opportunity for you!

Benefits

Stock options

Health and dental coverage

Remote-friendly work

Annual training budget

20 days of vacation

Parental leave top up

Quarterly team events

Qualifications

• 1-2+ years in customer support, bilingual in English and French.
• Strong communication skills and basic knowledge of digital currencies.

Responsibilities

• Diagnose and resolve customer issues with Shakepay.
• Engage with customers via chat and email, demonstrating empathy.

Skills

Bilingual (English and French)

Customer support experience

Problem-solving skills

Communication skills

Knowledge of digital currencies

Education

High school diploma

Relevant certifications

Tools

Slack

Google Meet

Job description

At Shakepay, we’re on a mission to usher in the Bitcoin golden age. We’re reimagining financial services to give every Canadian their fair shake.

Our culture is built around doing work that matters, winning as a team, and celebrating success. If you're the kind of person who values growth, shipping fast, and sharing your ideas openly with a group of like-minded people, come and build with us!

About Shakepay

Since 2015, we’ve been building the Shakepay app to make buying and earning bitcoin fast, easy, and secure. In 2022, we launched the Shakepay Card, allowing shakers to earn bitcoin rewards when they shop. Today, more than one million Canadians use Shakepay to grow their bitcoin savings and take control of their financial future.

We’re regulated across all Canadian provinces and territories, and backed by renowned venture capitalists with a funding of $44M. We have a passionate, loyal, and growing community, and we’re looking for people who want to help us build something truly special.

Full-Time Customer Support Representative

Bonjour, hi! Shakepay has over 1,000,000 shakers (aka, “customers”) who love Shakepay almost as much as they love bitcoin. We’re excited for a new customer support representative (CSR) to join the team because that means that even more people love bitcoin and Shakepay regardless of their preferred language.

We’re looking for someone to join our awesome team in the evenings. You’ll speak to our clients in English and French, answering questions they have about Shakepay and their account. You will listen, diagnose, and resolve all sorts of concerns. Your goal is to consistently provide service that can also be described with one word in both languages: exceptionnel.

Schedule: Evening and weekends are required

What you’ll be doing

• Diagnose issues customers are experiencing with Shakepay
• Have a thorough understanding of our products, features, and processes
• Collaborate with other team members to resolve customer inquiries
• Relay feedback about the customer’s experience to other teams
• Investigate suspicious activity, gather information, and take appropriate actions to prevent fraudulent activity
• Demonstrate care and empathy while engaging with customers
• Engage with customers directly via chat and email
• Attend training sessions and other meetings with the customer support and operations teams
• Communicate and interact with other teams through Slack and Google Meet

Who we’re looking for

• 1-2+ years of experience in a customer support role
• Bilingual in English and French
• Agile problem solver
• Active team player, self-starter, and multitasker
• Effortless communication skills, confident and sensitive to the needs of our users
• Basic knowledge of digital currencies
• Passion for the product and our mission

Why join us?

• Help shape the future of money: Be part of a team that's revolutionizing financial services in Canada.
• Impact millions: Our potential for growth is massive as cryptocurrency continues to gain traction.
• Grow your career: We have programs in place to encourage continuous learning, growth, and development.
• Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.

Perks and benefits

• Be an owner: Every employee has stock options as part of their total compensation.
• Reach your goals: Yearly salary assessments.
• Health & wellness: Access to health and dental coverage, including health and wellness spending accounts.
• Remote-friendly: Work from anywhere in Canada, with optional access to our office spaces in Montreal and Toronto.
• Level Up: A $2,000 annual budget for courses, certifications, and training to support your career growth.
• Time off: 20 days of vacation per year. If you use all your vacation, we give you a $1,000 bonus.
• Parental leave: Enjoy a parental leave top up to 100% of your salary for 18 weeks.
• Have fun together: Quarterly team-specific or company-wide offsite to connect with each other.

Equal Employment Opportunity

Shakepay does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform.