Position: Customer Experience Specialist

Location: North York, ON, Canada (Hybrid)

Type: Full-Time

Team: Customer Operations

About the Role:

As our Customer Experience Specialist, you'll be the first point of contact for all Rails users—engaging through multiple channels (primarily email), delivering exceptional support, and creating unrivalled experiences with the Rails Support team. We're seeking a resourceful, performance-driven individual who thrives on autonomy, makes direct impact, and can grow with our scaling company. This frontline role carries high expectations: you'll transcend basic support by contributing to workflow improvements, identifying optimization opportunities, and championing customer satisfaction from day one.

Key Responsibilities:

• Provide responsive, empathetic, and high-quality customer support via Zendesk and other platforms (including Discord, Telegram, and X) as we scale.
• Own customer issues from initial contact to resolution with minimal supervision.
• Optimize and maintain internal tools including macros, tags, and workflows to boost efficiency.
• Share insights to enhance Rails' customer experience at every touchpoint.
• Help establish and model excellent support standards for our high-performing startup.
• Shape the development of AI-assisted support through feedback and quality assurance.
• Adapt flexibly across functions to support team goals.
• Meet or exceed performance targets and service level agreements (SLAs).
• Able to work within an AI-enabled, and highly automated support space.
• Understanding and ability to research, debug and support issues with an evolving an innovative industry and technology.

• 
  

Qualifications:

• 2–4 years of senior/specialist customer support experience, preferably with Zendesk. Must be comfortable with user interaction and ready to handle diverse responsibilities in a small team.
• Proven track record as a proactive problem-solver who spots gaps, implements solutions, takes ownership, and excels in high-output environments
• Self-starter with strong independent work ethic and excellent team communication skills.
• Outstanding written communication that combines empathy, clarity, and professionalism.
• Action-oriented mindset with ability to thrive in our fast-paced, customer-first culture.
• Available to work 3 days/week in office (Mon, Tue, Fri) (North York, ON).
• Basic knowledge of crypto or fintech, or demonstrated ability to learn quickly if transitioning from traditional finance.
• Experience with KYC and KYB are not required but considered a strong asset.

Why work with us:

• Opportunity to work with a proven and successful team of professionals, in a collaborative and supportive team culture.
• Continuous learning and professional development opportunities.
• Competitive compensation, benefits and additional incentives, with big opportunities for professional growth.