Hybrid Customer Experience Specialist

at Relay

• Job title: Customer Experience Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Vancouver, Canada

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• You are proactive and you find opportunities to fill gaps and make redundant or outdated tasks into more efficient processes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.