Part-Time Operations Analyst (3 Month Contract)

Shakepay; Canada; Remote; CAD 40,000 - 80,000; Part time

Job summary

Join a forward-thinking company on a mission to revolutionize financial services in Canada! As a Part-Time Operations Analyst, you will play a crucial role in ensuring customer satisfaction and operational efficiency. Your detail-oriented mindset will help diagnose customer issues and provide timely support while collaborating with various teams. With a focus on growth and innovation, this role offers a unique opportunity to impact millions and contribute to the future of money. If you thrive in a fast-paced environment and are passionate about precision, we invite you to be part of our exciting journey!

Benefits

Stock options

Health and dental coverage

Remote-friendly work

Annual budget for training

20 days of vacation

Parental leave top-up

Quarterly team events

Qualifications

• 1+ years in Customer Support or Operations, detail-oriented, thrives in a fast-paced environment.
• Strong verbal and written communication skills are essential.

Responsibilities

• Diagnose customer issues and provide timely support.
• Collaborate cross-functionally to resolve inquiries and ensure satisfaction.
• Assist with KYC account verification and manage transactions.

Skills

Customer Support

Attention to Detail

Communication Skills

Collaboration

Education

Experience in Customer Support or Operational role

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.

Part-Time Operations Analyst - 3 Month Contract

Are you passionate about precision and find satisfaction in tackling tasks with finesse? The role is about creating a seamless experience for our customers. You have a detail-oriented mindset, you thrive in ensuring accuracy and consistency, turning routine tasks into a symphony of efficiency. If this sounds like you, the Operations team is looking for you.

What you’ll be doing

1. Diagnose issues customers are experiencing with Shakepay
2. Have an in-depth understanding of Shakepay’s offerings and processes to provide accurate and timely support
3. Work cross-functionally with teams to resolve customer inquiries and ensure satisfaction
4. Relay feedback about the customer’s experience cross-functionally to other teams
5. Assist with KYC (Know Your Customer) account verification requests
6. Review submitted documents to support customers in regaining access to their accounts
7. Demonstrate care and empathy while engaging with customers
8. Respond to customer inquiries through chat and email
9. Participate in regular training sessions and team meetings
10. Collaborate with internal teams through Slack and Google Meet
11. Approve e-Transfers and manage pending transactions
12. Execute various types of actions to ensure the proper flow of crypto transactions
13. Identify and escalate unusual account activity to the fraud or compliance teams as needed
14. Help with technical issues like 2FA, Mailgun, Twilio

Who we’re looking for

1. 1+ years of experience in a Customer Support or Operational role
2. Ability to thrive in a collaborative, fast-paced environment
3. Strong attention to detail
4. Excellent verbal and written communication skills

Bonus points

1. Bilingual proficiency in French and English
2. Basic knowledge of Bitcoin and blockchain technologies
3. You shake every day!

Why join us?

1. Help shape the future of money: Be part of a team that's revolutionizing financial services in Canada, one sat at a time.
2. Impact millions: As cryptocurrency continues to gain traction, our potential for growth is massive. You can help us bring Shakepay and Bitcoin to all Canadians.
3. Grow your career: We’re growing, and so can you! We have programs in place to encourage continuous learning, growth, and development.
4. Ideas, not titles: We want the best ideas to make their way through, no matter where they come from.

Perks and benefits

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

We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply.

We encourage applications from everyone, regardless of background and life experience. We’re firm believers that a little bit of slope makes up for a lot of y-intercept.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.