About the company
Shakepay is reimagining financial services to give every Canadian their fair shake, by making it bitcoin-friendly, secure, and rewarding. When Shakepay launched in 2015, it quickly became one of Canada’s fastest-growing financial institutions. Backed by top venture funds having raised $44M+ and trusted by over one million Canadians and counting. People who choose careers at Shakepay are helping shape a future of financial freedom, opportunity, and prosperity for all Canadians.
Job Summary
You will:
📍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
Actions you’ll take to help the customer:
📍Helping with technical issues like 2FA, Mailgun, Twillo 📍Assisting with KYC (account verification) requests 📍Providing support to customer support trainees 📍Approving e-Transfer accounts, replay pending e-Transfers
Must have:
📍1+ years of experience in a customer support role 📍Adaptability to change 📍Strong attention to detail 📍Excellent written & verbal communication skills 📍Bilingual in English and French
