Customer Experience Representative

The Customer Experience Representative plays a critical role in delivering an exceptional customer experience. More than just solving problems, this role is about creating meaningful, positive interactions, bringing energy, empathy, and a solutions-focused mindset to every customer touchpoint. You will take ownership of each interaction, ensuring customers feel heard, supported, and confident in our services, while consistently delivering best-in-class service.

Shifts: The job will begin with 3 months of in-office training, from 9am - 5pm. Following the training, the regular working shifts will be 'Morning' (9am - 5pm), 'Afternoon' (4pm - 12am) and 'Night' (12am - 8am).

What You'll be Doing

• Serve as a primary point of contact for customer and merchant inquiries via email, live chat, and phone support, delivering timely, accurate, and professional assistance.
• Troubleshoot and resolve customer issues related to transactions, payouts, refunds, and platform usage.
• Manage and de-escalate complex or sensitive customer situations with empathy, professionalism, and sound judgment.
• Accurately document all interactions, ensuring clear, detailed, and compliant records within CRM and support tools (Freshdesk, Jira, etc.).
• Use the NATO phonetic alphabet where appropriate to ensure clarity and precision in communication and documentation.
• Collaborate with internal teams to investigate issues, escalate when required, and ensure full resolution.
• Investigate and troubleshoot payment related inquiries, including deposits, payouts, refunds, reversals, pending transactions, failed transactions.
• Monitor trends in customer inquiries and identify recurring issues to support root cause analysis and process improvement.
• Contribute to the development and maintenance of knowledge base content, SOPs, and self-service resources.
• Leverage dashboards and reporting tools to track performance, identify insights, and improve customer experience outcomes.
• Support a 24/7 service environment by participating in rotating shifts, including evenings, nights, and on-call coverage as required.
• Continuously build product and process knowledge to provide informed, efficient, and high-quality support.

What We're Looking For

• Customer Support Experience:
• Experience in fintech, banking, e-commerce, or another high-volume transactional environment is considered a strong asset.
• Proven background in customer-facing roles, with a focus on resolving issues, managing escalations, and delivering a consistent and positive customer journey.
• Demonstrates a proactive approach to customer engagement, feedback collection, and long-term satisfaction.
• Communication Skills:
• Strong verbal and written professional communication skills.
• Capable of simplifying complex concepts for diverse audiences while maintaining professionalism.
• Familiarity with NATO phonetic alphabet to ensure clarity and accuracy during phone communication and documentation.
• Technical Proficiency:
• Proficient with web-based applications, CRM tools, and Microsoft Office Suite (Word, Excel, Outlook), as well as communication and support platforms including Slack, Freshdesk, and Jira.
• Able to quickly adapt to new software, tools, and systems.
• Comfortable working with structured data, with familiarity in JSON, APIs, transaction IDs, request/response data, and query structures considered a strong asset.
• Problem-Solving:
• Skilled in troubleshooting and resolving issues efficiently while maintaining a calm and professional demeanor under pressure.
• Proficient in reading and creating flowcharts, and applying detailed reporting standards to support clear communication, root cause analysis, and process improvements.
• Additional Qualifications & Desired Attributes
• Highly organized, detail-oriented, empathetic, and adaptable to dynamic, fast-paced environments.
• Demonstrates a proactive, overachiever attitude, with the ability to work flexible shifts, including days, evenings, and weekends available on call.
• Familiarity with financial processes such as transactions, payouts, or refunds.
• Exposure to support environments with automated workflows, self-service content strategies, or knowledge base development.
• Comfort with using data dashboards or analytics tools.
• Customer-first mindset with a focus on long-term experience, not just issue resolution.
• Proactive problem-solving and continuous improvement orientation.
• Strong documentation and process discipline.
• Adaptability and ownership in a dynamic, evolving environment.

Compensation & Perks

• $65,000 - $80,000 Annual Compensation.
• Annual Bonus.
• RRSP and DPSP.
• Health & Dental Benefits.
• Health & Wellness Spending Accounts.
• Perkopolis Staff Discounts.
• On-Site Gym + Fitness Membership Concessions.
• Coffee Bar with Barista + Unlimited Snacks.
• Monthly Events, Friday Lunches & Daily Breakfast.
• Professional Growth & Development Opportunities.