Customer Support Specialist, Wave
Financial services for small business owners
Be an early applicant
Financial services for small business owners
201-500 employees
Be an early applicant
201-500 employees
Company mission
To create a future where small business owners can manage their finances fearlessly.
Role
Who you are
- Prior experience in customer service roles can be advantageous but is not mandatory
- Empathy: The ability to put oneself in the shoes of an entrepreneur and remain
- Composed during challenging situations is valued
- A sincere desire to help: A commitment to going above and beyond to facilitate customer
- Needs and functioning as an internal advocate, rather than a gatekeeper, is essential. A
- Genuine eagerness to leverage personal experience and team knowledge to address
- Problems and formulate solutions for customers is evident
- Stellar communication skills and technical savviness: Proficiency in communication and
- Technical aptitude is expected. The capacity to discern when and where to access
- Information and when to seek assistance is demonstrated
- Collaboration is a key aspect of our team, with a constant exchange of insights from
- Customer experiences and mutual learning
- Ability to collaborate: possess the ability to work effectively with diverse individuals
- An eagerness to develop and grow in the realm of customer experience and success:
- This includes championing new initiatives and potentially progressing into leadership
- Roles within the team
What the job involves
- Reporting to the Customer Support Team Lead you will be responsible for curating a phenomenal customer experience via multiple channels of support, including live chat
- Empathy. You can easily put yourself in the shoes of an entrepreneur and have an uncanny ability to remain calm in the face of a storm. When our customers connect with you, they can immediately sense that you understand their needs and care deeply about helping them succeed
- Sincere desire to help. You go above and beyond to make things happen for our customers and act as an inside agent, rather than a gatekeeper. You’re not just happy, you’re genuinely excited to draw upon your own experience and knowledge (combined with that of your team) to problem solve and craft solutions for our customers
- Stellar communication skills and technical savviness. A typical day in the life of a Customer Support Specialist involves connecting with Brave Entrepreneurs over email, live chat, phone and in our online community. The ability to provide our customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services is critical, as is your ability to show you’re a real person rather than a scary robot automation!
- Resourcefulness. You know when and where to dig for information, and when to ask for help. We’re an incredibly collaborative team that’s constantly learning from our customers’ experiences and, of course, from each other
- Ability to collaborate. Supporting our customers across the entire Wave platform often requires working with other teams to coordinate a seamless customer experience. Whether it’s your immediate team who can help you get the right answer, or our Account Management and Fraud Prevention teams who must review each customer’s profile, you need to be able to work with all kinds of people and ultimately find a way to make our customers that much more successful
- Sense of humour. A sense of humour paired with resilience will help you tackle every question and make the days fly by
- Connecting with Business Owners over email, live chat, phone and in Wave’s online community. Providing customers with thoughtful and personalized responses, while explaining complicated concepts and giving accurate insight into the world of financial services
- Acting as the voice of the customer within Wave is a primary focus
Our take
Over 90% of all businesses in North America are zero to five employee companies. These businesses are organising their finances either by paying an expensive accountant, or relying on traditional spreadsheets.
In response, Wave is democratising access to financial services software. While they are not the first to do this, they have taken the flourishing approach of giving away the invoicing and accounting software 100% for free.
The company instead makes money by embedding financial services products within the software. It's these payments and other revenue streams that the startup is now looking to expand to secure more revenue to scale.
While the company has had success so far with its tools, it will need to build a whole suite of products and services in order to compete with the accounting software giants like Xero.
Steph
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Jun 2018
$3.3m
EARLY VC
May 2017
$32m
SERIES D
Total funding: $81.1m
Company benefits
- Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours
- We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more
- We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously
- We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!
Company HQ
Leslieville, Toronto, ON
Leadership
Zahir Khoja
(CEO, not Founder)Worked at Mastercard as EVP (Global Merchant Solutions and Partnerships) and held several Senior VP positions. Former Vintro Board Member and General Manager (North America) at Afterpay.
Salary benchmarks
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