Customer Support Specialist — Fast-Paced FinTech

Chexy Co.; Austin (TX); Sur place; USD 35 000 - 49 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Client relations

Multitasking

Communication

Problem solving

Proactive

Time management

Outils

Notion

Slack

Google Workspace

Intercom

Description du poste

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.