Customer Experience Specialist, Relay

• We are looking for people who have flexibility and are open to working Canada/US statutory holidays
• You have 1+ years of experience working in customer support or a customer-facing role
• 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 deep empathy for customers and balance being resourceful and direct with customers
• 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 into problem-solving
• You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes

Desirable

• We’re looking to expand our team of Customer Experience Specialists to help us scale our Customer Support engine
• This is a unique opportunity to support our growing customer base and become a product knowledge expert 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
• Engage and support customers via phone and email in an empathetic, professional and proactive manner
• 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, Risk, 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 and process improvement
• Collaborate closely with Marketing, Product, and Engineering on customer pilots, new feature launches and more!
• Working hours are Monday to Friday from 9:00 am - 5:30 pm EST (hours may change based on business needs)

• Stage 1: A 45-minute Google Meets video call with the Director, Customer Experience
• Stage 2: A 30-minute Google Meets video call with a member of the Leadership team
• Stage 3: A take-home case study followed by a 45-minute interview with our Customer Experience team