Customer Advocacy Specialist I

TL;DR

Customer Advocacy Specialist I: Solving complex customer complaints and advocating for customer needs to improve product experience with an accent on empathy, communication, and cross-functional collaboration. Focus on identifying root causes of issues and driving improvements in processes and customer resources.

Location: Remote Canada

Salary: $55,000-75,000 CAD per year

Company

hirify.global is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

What you will do

• Review, respond to, and investigate complaints submitted directly by customers.
• Solve customer issues efficiently, effectively, and empathetically, crafting written responses that are not template-based.
• Categorize and record all complaints with extreme attention to detail.
• Engage with cross-functional partners to spearhead remediation of thematic problems.
• Improve resources and tools available for customers to enable customer education and streamline service.
• Identify opportunities to improve procedures, processes, or tooling and lead project workstreams.

Requirements

• Bachelor’s Degree with 1+ years experience in operations, customer support, social media management, communications, or related fields.
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
• An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement.
• Resiliency with the ability to bounce back from challenging interactions and manage through complexity and uncertainty.
• Strong customer empathy and service level focus.
• Proactive thinker constantly seeking improvement opportunities in work.

Culture & Benefits

• Remote-first company with the majority of roles being remote.
• Competitive benefits anchored to the core value of people come first.
• Comprehensive health care coverage with hirify.global covering all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets for technology, food, various lifestyle needs, and family-forming expenses.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan enabling you to buy shares of hirify.global at a discount.