About the company
Shakepay is reimagining financial services to give every Canadian their fair shake, by making it bitcoin-friendly, secure, and rewarding. When Shakepay launched in 2015, it quickly became one of Canada’s fastest-growing financial institutions. Backed by top venture funds having raised $44M+ and trusted by over one million Canadians and counting. People who choose careers at Shakepay are helping shape a future of financial freedom, opportunity, and prosperity for all Canadians.
Job Summary
What you’ll be doing
📍Diagnose issues customers are experiencing with Shakepay 📍Have an in-depth understanding of Shakepay’s offerings and processes to provide accurate and timely support 📍Work cross functionally with teams to resolve customer inquiries and ensure satisfaction 📍Relay feedback about the customer’s experience cross functionally to other teams 📍Assist with KYC (Know Your Customer) account verification requests 📍Review submitted documents to support customers in regaining access to their accounts 📍Demonstrate care and empathy while engaging with customers 📍Respond to customer inquiries through chat and email 📍Participate in regular training sessions and team meetings 📍Collaborate with internal teams through Slack and Google Meet 📍Approve e-Transfers and manage pending transactions 📍Execute various types of actions to ensure the proper flow of crypto transactions 📍Identify and escalate unusual account activity to the fraud or compliance teams as needed 📍Helping with technical issues like 2FA, Mailgun, Twillo
Who we’re looking for
📍1+ years of experience in a Customer Support or Operational role 📍Ability to thrive in a collaborative, fast-paced environment 📍Strong attention to detail 📍Excellent verbal and written communication skills
