User Success Agent, KOHO Financial
CA$54-70k
+ Equity
More information about location
Financial management application
Job no longer available
Financial management application
201-500 employees
Job no longer available
CA$54-70k
+ Equity
More information about location
201-500 employees
Company mission
To allow Canadians to be able to travel more, retire sooner, and live more balanced lives
Role
Who you are
- You have prior experience in customer service, user success, and/or client services (minimum 2 year)
- You are comfortable working outside of the traditional 9-5 work schedule to offer exceptional support to all our users
- You have experience with customer messaging platforms such as Intercom, Zendesk, UserVoice, etc. and/or experience in responding to customer inquiries via phone
- You have in the idea that collaboration, connection, and open communication always leads to a better outcome
- You have a desire to innovate and explore new ways of doing things through creativity and open mindedness
- You're a clear, honest and transparent communicator who would rather overshare the truth than obscure it
- You have the drive to always be learning and growing while passionately striving for results
- You are a self starter able to learn new tools quickly and work in a fast evolving environment
- You have a positive attitude (take those lemons, make that lemonade!)
- You are hard-working, detail-oriented, and efficient in managing multiple conversations with various users
- You have excellent written and verbal communications skills
- You have a post-secondary degree or equivalent professional experience
What the job involves
- We're building KOHO for the benefit of all Canadians, and we're looking for a motivated and organized User Success Agent, Tier 2 to join our growing, and pretty awesome, team
- This role is all about walking the tightrope between time management, prioritization, empathy, and havin' a good time
- You will be one of the main points of contact for the KOHO BPO team, responding to questions and providing feedback to ensure their success
- You will monitor and answer agents inquiries via slack and our messaging platform, Intercom
- You will be the second point of contact for users if our BPO is not able to solve the issue
- You will monitor the funds loading process (follow the money!)
- You will contribute to regular brainstorm sessions on how KOHO can make our users’ experience even better
- You will report any bugs or crashes to our tech team and communicate to the user on our progress
- You will encourage users to provide any feature requests on our public Canny board and actively engage in conversations there
- You will facilitate phone calls when a ticket can’t be solved over chat or email (We want to keep our phone calls in Canada- for now)
- You will respond to users via various Social Channels, including but not limited to, Twitter, FB, App stores, BBB. You’ll champion KOHO’s vision to help people live the life they want by empowering them financially
- Other duties as needed generally associated with a call center tier 2 role
Our take
In the wake of the gradual shift from physical to virtual interactions, the global internet-only banking industry has also seen tremendous growth in recent years. KOHO Financial is part of this growing trend; they are a financial solution and payment platform built to help Canadians with managing their finances.
Apart from typical savings and budgeting common with money-management apps, KOHO customers enjoy a suite of financial services that help to build better credit, spending habits and insurance. As part of this, its product appeals especially to the majority of the paycheck-to-paycheck demographic.
KOHO's impressive growth and suite of products also appeal to investors who have backed it with one of the highest levels of funding in the Canadian fintech sector. However, this hasn't completely insulated it from the turbulence in the global economy, which led to KOHO restructuring in early 2023. With 2024 debt funding now secured, it is now focused on growth, aiming to further extend its lead in the Canadian market and achieve a Schedule 1 bank licence.
Steph
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2024
$28.9m
LATE VC
Dec 2023
$62.1m
SERIES D
Total funding: $305.3m
Company benefits
- Stock options
- Semi-annual merit increases
- Holiday bonus
- Work from anywhere
- Generous PTO
- Health & Lifestyle spending accounts
- $1000 remote office setup budget
- $5000 referral bonus
- Free KOHO Premium account
- Icon Potential Alt Text
- In-house coaching program
- $2000 annual training allowance
- Approachable leadership
- Bias towards action
Company HQ
Liberty Village, Toronto, ON
Leadership
Daniel Eberhard
(CEO)Previously a co-founder and Vice President at Kineticor Renewables before their acquisition.
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