Customer Experience Agent providing exceptional support to customers via telephone in a dynamic call centre environment. Working collaboratively with a team to enhance service delivery and customer satisfaction.
About the role
- Customer Experience Specialist engaging with small business customers in empathetic support via phone and email. Collaborating across departments to resolve issues and improve customer experience.
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- You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes
- You have experience working with customer support tools or ticketing systems (Zendesk or similar) (Bonus)
- You have prior tech start-up experience or worked in a fast-paced environment (Bonus)
- You are proficient in Spanish (Bonus)
Benefits
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
- Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
- Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
- Hybrid work environment: we value meaningful collaboration and connection at our Vancouver (WeWork) office three days a week, with lunch, snacks, and beverages on us.
- Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
- Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
- Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
Lead a Level 2 - 3 Support team at Civica, enhancing the customer experience in the software industry. Play a strategic role in retention and modernization while collaborating with cross - functional teams.
Customer Support Specialist assisting the Mable community through high - volume inbound calls. Advocating for users and providing guidance while maintaining service excellence.
Store Office Support Specialist providing operational and data support in finance for Foodstuffs. Focused on efficiency improvements and system enhancements to optimize store operations.
Senior Customer Experience Associate managing client relationships for IAS while providing education on products and systems. Requires 2 - 4 years of experience in digital marketing and advertising campaigns.
Senior Sales Support Specialist driving sales transformation programs for Capgemini. Collaborating across multiple business units to deliver AI - driven solutions and measurable impact.
Customer Care Representative managing customer support for M - KOPA Mobility via calls and resolving inquiries. Focused on ensuring positive customer experiences as part of the Mobility division.
Customer Service Representative serving as the primary point of contact in the manufacturing industry. Ensuring customer satisfaction by addressing inquiries and resolving issues.
Responsible for managing Anti - Money Laundering and Know - Your - Customer processes in banking. Engaging clients and ensuring compliance with regulations in U.S. and non - U.S. activities.