Customer Operations Associate I (Fintech)

TL;DR

Customer Operations Associate I (Fintech): Resolving complex customer inquiries via omnichannel communication with an accent on financial product knowledge and quality assurance. Focus on analyzing trends for product improvement, collaborating cross-functionally, and managing high-productivity communication channels.

Location: Remote (Canada). Visa sponsorship is not available.

Salary: $39,000 - $59,000 CAD per year

Company

A leader in the Buy Now Pay Later (BNPL) industry reinventing credit to be more honest and transparent for consumers.

What you will do

• Resolve escalated customer inquiries predominantly via email and occasionally via phone calls.
• Maintain high professionalism and Quality Assurance scores to establish positive customer rapport.
• Investigate and resolve a wide variety of complex case types using in-depth product and financial knowledge.
• Identify trends for agent coaching, quality monitoring, and product feature enhancements.
• Collaborate cross-functionally with internal teams to analyze and resolve complex customer issues.
• Assist in the incubation phase of new products and create procedural documentation.

Requirements

• Must be based in Canada; visa sponsorship is not available.
• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat).
• Willingness to support operation functions on evenings, weekends, and public holidays.
• Excellent verbal and written communication skills.
• Analytical thinking and strong organizational skills with keen attention to detail.
• Ability to work with Key Performance Indicators (KPIs) to assess and drive performance.

Nice to have

• Experience within the financial industry.
• Knowledge of Mac (iOS) and Google Workspace.

Culture & Benefits

• Remote-first work environment with flexibility to work almost anywhere within Canada.
• 100% subsidized medical, dental, and vision coverage for employees and their dependents.
• Generous Flexible Spending Wallets for technology, food, lifestyle, and family forming expenses.
• Competitive vacation and holiday schedules.
• Employee Stock Purchase Plan (ESPP) for purchasing company shares at a discount.