Overview
Customer Experience Specialist, Phone Support Jobs in Vancouver – British Columbia at Knewin
Title: Customer Experience Specialist, Phone Support
Company: Knewin
Location: Vancouver – British Columbia
Category: Customer Service/HelpDesk
Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one,collaborativemoney management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money’.
Relay is entering anexcitingnew chapter of growth. We’re looking to expand our team ofCustomer Experience Specialiststo help us scale our Customer Support engine. This is aunique opportunityto support our growing customer base and become aproduct knowledgeexpert in all things Relay and Fintech.
Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you!
Please note:
We are a hybrid environment and choose to collaborate in our Toronto office 1-2 times a year. Working hours are 9:00 am – 5:30 pm PST Monday to Friday (hours may change based on business needs). We are looking for people who haveflexibilityand are open to working Canada/US statutory holidays as well as weekend shifts in the future.
What You’ll Be Doing:
Engage and support customers primarily via phone (Zendesk Talk) in an empathetic, professional and proactive manner. You’ll be trained on different support channels, but the phone will be the main means ofcommunication
Prioritize the customer experience by taking opportunities to build meaningful connections with customers that go beyond small talk (show interest in the customer and their business)
Investigate and problem-solve together with team members from Engineering, Sales, Product, and beyond to troubleshoot customer issues and get results in a timely manner
Own and improve our public support knowledge base by creating and updating articles that equip our customers with actionable steps for their inquiries
Track data and learnings from customer interactions that deliver meaningful insights for product andprocess improvement
Collaborate closely with Operations, Marketing, Product, and Engineering on customer pilots, new feature launches and more!
Who You Are:
You have 1+ years of experience working in customer support or a customer-facing role
You are excited about building a customer-facing career with the desire to grow and develop both personally and professionally
You are a clear, concise and personable communicator both verbally and written
You have a team-first mentality and take opportunities to share learnings and learn from your fellow team members
You have deepempathyfor customers and balance being resourceful and direct with customers
You enjoy chatting with customers on the phone and getting to the root of their problems to provide excellent customer service
You have fine-tuned prioritization skills to maximize your impact
You have the ability to rise to a challenge; you can handle change, conflict management, and uncertainty at times
You are naturally curious, you love to understand the “why” behind a problem or question and aren’t afraid to dig deep intoproblem-solving
You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
Bonus Points:
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