Customer Experience Specialist

Responsibilities

• 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!

Requirements

• 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• You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
• Bonus Points
• You have experience working with customer support tools or ticketing systems (Zendesk or similar)
• You have prior tech start-up experience or worked in a fast-paced environment
• You are proficient in Spanish
• The Interview Process
• Stage 1: A 30-minute Google Meet video call with the Director, Customer Experience
• Stage 2: A 45-minute Google Meet video call with the Customer Experience Managers
• Stage 3: A take-home case study followed by a 45-minute Google Meet video call with our team
• Stage 4: A 45-minute Google Meet video call with a member of our Leadership team
• Our Compensation Approach
• We believe Relayers should feel rewarded for the impact they have on our mission and growth. Compensation follows impact. As impact increases, compensation grows, and we do not limit compensation changes to a once-a-year review cycle.
• The annual salary range for this role is $55,800 CAD to $68,200 CAD.
• We encourage you to have a conversation with your recruiter and ask questions about compensation throughout the hiring process. For more information on our compensation philosophy and perks and benefits, visit our Candidate Hub .
• Why Relay Might Be the Perfect Fit For You
• You push relentlessly for reinvention: You're always asking "how can this be better?" -- in your work, in your craft, in yourself. Comfort is a signal to push harder, not coast. You'd rather build something better than defend something familiar.
• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you're someone who takes initiative, is comfortable taking risks, and seeks input when needed, you'll find the freedom here empowering.
• You own your work: You take pride in your work, fo

Benefits

Additional Information

Relay is a digital banking platform that gives self-made business owners the tools and know-how to be great with money-bringing clarity, confidence, and control to every dollar earned, so they can turn hard work into lasting success. We do this by replacing financial guesswork with real visibility, transforming cash flow from a constant source of stress into a clear signal owners can use to run stronger, more resilient businesses. Relay is entering an exciting new chapter of growth. 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. If you thrive on growth and solving real customer problems, we want to hear from you! Note: Working hours are Monday to Friday from 9:00 am - 5:30 pm PST (hours may change based on business needs). We are looking for people who have flexibility and are open to working Canada/US statutory holidays.

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