Customer Experience Specialist - Toronto, Canada - Relay Financial

Relay Financial

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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, collaborative money 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'.

We're looking for a

Customer Experience Specialist to join one of our largest teams at Relay; we are continuously hiring for this team. Our Customer Experience team is composed of dedicated and knowledgeable individuals who thrive on making our customers and their businesses successful.

In this role, you will have the opportunity to communicate directly with our customers through online queries and calls and flex your writing skills by creating helpful resources for customers.

You're a creative problem solver with deep empathy for helping shape the future of small businesses. You will act as the face of Relay to our customers; this is some of our most important work. If you are solution-oriented, enjoy being resourceful, and have deep empathy for customers (and like to work with a fun team); come join us

What You'll Be Doing:

Deliver worldclass customer support by answering incoming inquiries quickly, honestly, and helpfully
Help business owners successfully switch their banking to Relay
Develop a comprehensive knowledge base that empowers customers to troubleshoot issues and easily find answers to questions
Prioritize tasks and customer needs while working independently and autonomously
Document learnings from customer interactions to deliver meaningful insights
Work 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, success, or a customerfacing role
You have strong written and verbal communication skills, with the desire to grow and develop this further
You are a team player; inspiring candor and trust while working crossfunctionally across our teams at Relay
You have deep empathy for customers and the willingness to problem solve, be resourceful, and deliver excellent customer service
You have finetuned prioritization skills to maximize your impact
You have the ability to rise to a challenge; you can handle change and uncertainty, at times

Bonus Points:

You have experience working with customer support tools or ticketing systems (Zendesk or similar)
You have prior tech startup experience or a fastmoving environment

Our Commitment To You:

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Competitive salary and meaningful equity: every team member gets a piece of the pie.
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Comprehensive health benefits:we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
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3 weeks vacation + end-of-year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
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Hybrid work environment: we love collaborating and connecting in office two times a week and offer catered lunches and a snack/beverage program for the days we're in office. Don't forget to bring in your fury friends
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Personal and professional growth:support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make Relay a step-change career opportunity.
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Top-tier equipment: we're a Mac environment and we'll make sure you have everything you need to produce your best work.
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Team-first culture: we're passionate about working collaboratively, bonding through team events, and most importantly having fun.

The Interview Process:

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Stage 1:A 3-question writing sample about customer experience
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Stage 2: A 30-minute Google Meets call with a member of the People Team
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Stage 3:A 45-minute Google Meets interview with the Director, Customer Experience
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Stage 4:A 45-minute Googe Meets interview with two members of the Customer Experience team
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Stage 5:A 30-minute Google Meets interview with the CEO of Relay

What's Important to Us:

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority.

We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.