Customer Support Representative

Chexy Co.; Austin (TX); On-site; USD 35,000 - 49,000; Full time

Job summary

Chexy is seeking a driven Customer Support Representative to be the first point of contact for users, delivering exceptional support and helping shape the future of the platform.

You will respond to inquiries via email and Intercom, troubleshoot issues, educate users, monitor accounts, collect feedback for the product team, and contribute to knowledge base and SOPs to improve customer engagement.

Qualifications

• Proven success in client relationship management.
• Able to multitask and meet deadlines in a fast-paced environment.
• Exceptional verbal and written communication skills.
• Tech-savvy with Notion, Slack, Google Suite, and Intercom.
• Customer-first mindset with a solutions-oriented attitude.
• Proactive problem solver who takes initiative.
• Availability to work on-site in downtown Toronto 3-5 days a week.
• Flexible to rotating shifts including evenings and weekends.
• Availability between: Monday–Friday 9:00 AM – 9:00 PM ET; Saturday–Sunday 9:00 AM – 6:00 PM ET.

Responsibilities

• Respond to customer inquiries via email and CX platforms like Intercom, ensuring prompt and high-quality resolutions.
• Troubleshoot customer issues and provide effective solutions.
• Educate users on Chexy's products and best practices.
• Monitor flagged accounts for suspicious behaviour and escape as needed.
• Collect feedback and share insights with the product team to improve the platform.
• Contribute to the development of customer support materials such as help articles, SOPs, and FAQs.
• Identify opportunities to enhance the customer experience.
• Support strategic projects aimed at refining customer engagement and satisfaction.

Skills

Client relations

Multitasking

Communication

Problem solving

Proactive

Time management

Tools

Notion

Slack

Google Workspace

Intercom

Job description

About Chexy

Chexy is the first payment platform enabling Canadians to earn rewards on their largest monthly expense while also building their credit.

We’re a dynamic startup where you can make a significant impact both internally and in the market. If you thrive in a fast-paced, rapidly changing environment and are passionate about shaping exceptional customer experiences, Chexy is the place for you!

About the Role

We are seeking a driven and people-oriented Customer Support Representative to join the Chexy team. You will be the first point of contact for our users, delivering exceptional support while helping shape the future of our platform. In this role, you will troubleshoot inquiries, provide solutions, and champion customer feedback to help enhance Chexy’s services.

What You’ll Do

• Customer Support: Respond to customer inquiries via email and CX platforms like Intercom, ensuring prompt and high-quality resolutions.
• Troubleshooting: Clarify customer needs, determine the cause of issues, and provide effective solutions to resolve them.
• Platform Expertise: Understand Chexy's products and services inside out to educate users on best practices.
• Account Reviews: Monitor flagged accounts for suspicious behaviour and escape as needed.
• Advocate for Client needs: Act as a voice for the customer, collecting feedback and sharing insights with the product team to improve the platform.
• Documentation & System Development: Contribute to the development of customer support materials such as help articles, Standard Operating procedures, and FAQs.
• Continuous Improvement: Identify and implement opportunities to enhance the customer experience.
• Special Projects: Support strategic initiatives aimed at refining customer engagement and satisfaction.

What We’re Looking For

• Proven success in client relationship management.
• Strong ability to multitask and meet deadlines in a fast-paced environment.
• Exceptional verbal and written communication skills.
• Tech-savvy and proficient in tools like Notion, Slack, Google Suite and CX platforms (e.g., Intercom).
• Customer-first mindset with a positive, solutions-oriented attitude.
• A proactive problem solver who takes initiative and sees tasks through to completion.
• Ability to be in the office at our downtown Toronto office 3-5 days a week.
• Flexibility to work a variety of rotating shifts, including evenings and weekends.
• Availability between:
• Monday–Friday: 9:00 AM – 9:00 PM ET
• Saturday–Sunday: 9:00 AM – 6:00 PM ET