Customer Support Representative at Keep

At Keep, we’re building Canada’s next-generation fintech platform, delivering cross-border banking services such as credit cards, deposit accounts, currency conversion, and revenue financing to growing businesses. We’re looking for a Customer Support Representative who will deliver clear, thoughtful assistance to customers while learning the nuances of our products and processes.

Responsibilities

• Own customer cases from first contact through resolution, responding primarily via written tickets and emails with occasional phone support.
• Investigate account activity, transactions, and internal systems to understand issues and provide accurate, well-reasoned answers.
• Write calm, structured, and empathetic messages that help customers feel informed, especially during stressful or financially sensitive situations.
• Apply sound judgment to decide when an issue can be resolved within scope, when a partial solution is appropriate, or when escalation is needed.
• Handle emotionally charged conversations professionally and set realistic expectations without unnecessary escalation.
• Partner with Engineering, FinOps, Compliance, and Collections teams to resolve edge cases and refine support processes.
• Spot recurring problems or documentation gaps and share constructive feedback that improves the overall support experience.

Must-haves

• 1–2 years of experience in customer support or another customer-facing role, ideally within a startup, fintech, or fast-changing environment.
• Strong written and verbal communication skills with the ability to explain complex topics clearly and calmly.
• Comfort working with evolving products and processes, and the ability to learn changes quickly and apply them precisely.
• Enjoyment of investigation and problem-solving, with a willingness to dig deeper rather than settle for surface-level answers.
• Sound judgment around when to move forward independently and when to ask questions or loop in teammates.
• Attention to detail and care when handling financial information that directly affects customers.
• Fluency in English.

Nice-to-haves

• Prior exposure to fintech, banking systems, or cross-functional collaboration with technical teams.
• Experience contributing ideas that improve documentation, workflows, or customer experience.

Benefits

• Fully remote work from anywhere.